DO WHAT YOU LOVE!
Unique Vacations, Inc. - an affiliate of the worldwide representative for Sandals Resorts and Beaches Resorts - is seeking a forward-thinking Director of Workforce Management to join its remarkable Miami-based, in-house team.
WHO ARE WE?
Unique Vacations, Inc. is an affiliate of the worldwide representative of Sandals Resorts and Beaches Resorts. We provide exclusive marketing, public relations, advertising, promotions, and creative services to showcase the Luxury Included experience, which guests have come to adore for 40 years and counting.
We are ever-dedicated to our customers, vendors, and our most precious commodity - our TEAM! At Unique Vacations, Inc., we know our company is most powerful when everyone can make their mark. When you do what you love, you will be empowered to create the future that you want!
APPLY, CREATE, IMPACT:
If you’re ready to make an impact on one of the world’s most renowned hospitality brands, we invite you to apply for the Director of Workforce Management via our career portal: http://www.uvcareers.com/
JOB DESCRIPTION:
The Director of Workforce will oversee workforce management operations across three international call centers in Jamaica, Grenada, Panama, and St. Lucia. This leadership position will be at the company’s head office in Miami, coordinating with regional managers, workforce planners, and analysts to ensure optimal staffing levels, real-time monitoring, and consistent service delivery. The Director will utilize advanced WFM tools, such as Injixo for forecasting and scheduling and Avaya CMS for real-time call monitoring.
JOB ROLES AND RESPONSIBILITIES:
- Develop and execute a comprehensive workforce management strategy across all call centers, ensuring alignment with business goals.
- Lead and oversee the forecasting, scheduling, and real-time monitoring efforts to meet service level agreements (SLAs) and operational targets.
- Collaborate closely with the Workforce Manager in Jamaica, the Workforce Planner in Panama, and Workforce Analysts in each call center to ensure consistent workforce optimization.
- Analyze historical data and trends to create accurate staffing forecasts and ensure optimal agent coverage.
- Manage resource allocation across call centers to handle varying call volumes, ensuring that staffing is adjusted to meet demand in real time.
- Monitor KPIs such as forecast accuracy, schedule adherence, agent utilization, and shrinkage, providing actionable insights to senior leadership.
- Provide leadership and coaching to the WFM team, promoting collaboration and continuous improvement.
- Ensure compliance with local labor laws and internal policies in all regions.
COMPETENCE REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Qualifications include:
- Experience managing multi-location or international WFM operations.
- Proven expertise in workforce management tools (such as Injixo or other WFM platforms) and real-time call monitoring systems (such as Avaya CMS or similar).
- Strong analytical skills with the ability to interpret large sets of data and provide strategic recommendations.
- Excellent communication and leadership skills, with a track record of effectively managing cross-functional teams.
- Ability to work in a fast-paced environment, making decisions quickly to adjust to real-time changes in call volume or agent availability.
- Strong organizational and problem-solving skills with a proactive mindset to improve operational efficiency.
- Knowledge of labor laws and regulations across the U.S. and the Caribbean is a plus.
Preferred Skills:
- Proficiency in developing and analyzing key performance indicators (KPIs) related to WFM.
- Familiarity with business intelligence tools (such as Power BI, or similar) to generate and interpret workforce reports.
- Bilingual in English and Spanish is highly preferred.
Key Competencies:
- Strategic Leadership: Ability to develop and drive a unified workforce management strategy across multiple regions.
- Collaboration: Foster strong relationships with regional workforce management teams and other departments.
- Analytical Thinking: Ability to analyze workforce data and trends to drive decision-making.
- Adaptability: Ability to quickly adjust strategies based on real-time call volumes or unforeseen circumstances.
- Communication: Strong written and verbal communication skills to effectively lead teams and present reports to senior leadership.
Travel Requirements:
- Frequent travel to call center locations (Jamaica, Grenada, St. Lucia, and Panama) will be required.
EXPERIENCE:
Outlined below are the academic qualifications and length and type of experience deemed necessary by Unique Vacations Inc. in order to perform the role of Director of Workforce Management competently.
Education: Bachelor's degree in Business Administration, Operations Management, or a related field (Master’s degree preferred).
Experience: Minimum of 8 years of experience in workforce management within a call center environment, with at least 5 years in a leadership role.
BENEFITS:
We offer a full benefits package including:
- Health
- Dental
- Vision
- Employer paid life insurance, STD, and LTD
- Sick days
- Vacation days
- 9 Holidays
- Tuition assistance
- Parental leave
- 401K plan with a company match
Additional perk: After 6 months of continuous employment, you may visit the resorts we represent at a discounted rate.
Once you visit one of the properties, you will not only experience the best of what the brand has to offer but you will get to see first-hand what makes us so passionate and most of all so “Unique”.
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