Job Description :
The role will primarily be responsible for running the seat management process of the company and identifying & recommending opportunities or need for right-sizing the footprint either through consolidation, reduction, or expansion.
The role will also focus on gathering and analyzing workgroup data, defining current processes and requirements, researching best practices, and identifying and documenting process improvements and functional specifications with regards to the seat management process and capacity planning, as well as other initiatives / projects within the BMF or Enabling Functions Team.
The function is accountable in managing and delivering the following areas :
Seat Management oversee the seat management process, including seat assignment or movement / rotation, tracking and optimizing seat utilization and occupancy, determining demand vs supply and anticipating needs for footprint expansion or consolidation / reduction
Relationship Management collaborate with internal stakeholders to understand existing and future demands for seats and obtain and ensure that current and accurate information is used for planning purposes to meet operational requirements
Tools and Processes Ensure that the right tools and processes are in place to deliver effective capacity planning and seat utilization across the organization
Site / Office Expansion Build-out or Site Consolidation / Reduction lead and project manage site or office expansion build-out / consolidation / reduction, as applicable
Process Excellence and Continuous Improvement identify opportunities to streamline and improve processes primarily with regards to capacity planning and seat management process but also on other projects that may be assigned.
Initiate projects concentrated on the process by focusing on the analysis and design workflows to rectify operational inefficiencies
Automation Identify automation opportunities, document business, and functional requirements, project manage, and closely collaborate with the Technology department on system development and / or enhancement projects
Project Management project manage and provide overall support geared towards the successful delivery of the company's strategic priorities or other initiatives as may be assigned, within the division
Others that may be assigned Qualifications :
Bachelor's degree is a must
Must have 2-years of relevant working experience in the same role
Strong familiarity with the BPO or Shared Services industry as well as its key operational metrics, targets, best practices, benchmarks, etc.
Highly proficient in Microsoft Word, Excel and PowerPoint
Project management and yellow belt certification plusses but not mandatory
Previous experience of working in an agile environment and using recognized development methodology
Proficient in Microsoft Office products
Moderate facilitation skills
Excellent interpersonal and communication skills with the ability to form and maintain strong relationships and engage with stakeholders
Highly developed analytical and problem-solving skills
Keen attention to detail skills
Strong quantitative and reporting skills with the ability to analyze, interpret and manage information, data and trends
Organized with good information management skills
Process and results oriented