Global Workforce Management Leader (Contact Center)

Bosch Service Solutions is a leading provider of Business Process Outsourcing optimizing services in the

following key areas: Customer Experience Services, Mobility Services, Monitoring Services as well as

Business and Shared Services. Around 9,000 associates provide and optimize customers’ business

processes in approximately 40 languages. Visit our website for more information at

www.boschservicesolutions.com. BMW

The Leader is the "air traffic controller" of the international service center. This role holds full operational and disciplinary responsibility for the workforce management (WFM) pipeline and intraday steering team. The primary objective is to balance customer demand with agent supply, maintaining high cost-efficiency (agent occupancy) while consistently meeting international Service Level Agreements (SLAs). This position is fully onsite at our Fort Lauderdale, FL location.

Requirements

Balanced Steering Index: Maintain a highly optimized, weighted score that balances overall SLA Achievement with target Agent Occupancy (preventing both over-staffing and under-staffing).; Multi-Horizon Forecast Accuracy: Keep volume and workload forecasting variance within a strict defined accuracy band.; Proactive Shrinkage Mitigation: Timely escalation of shrinkage anomalies to the GOM with immediate capacity recovery plans.; Experience: 5+ years of workforce management (WFM) leadership experience, specifically managing multi-site, multi-queue routing environments.; Systems: Advanced, hands-on administrative expertise in Verint WFM software (essential) and ACD telephony systems (e.g., Genesys, Avaya, Cisco).