WFM Global Scheduling Lead (m/f/d), Saint-Ouen

We are a strong global community connected by shared values, varied experiences, and a common goal — to grow with purpose. Our People Attributes reflect the values we live by and the mindset we bring to every challenge, every day.

We truly care for our employees, their individual needs, and their aspirations. We are a thriving community of thinkers, innovators, and individuals who share our purpose: We secure our future.

Tasks

*GLOBAL SCHEDULING STRATEGY & STANDARDS *

• Define and continuously evolve the global Scheduling strategy, operating model and governance framework across all Business Units and Lines of Business.
• Establish global scheduling standards, methodologies and operating principles to ensure consistency, scalability and compliance.
• Drive alignment between workforce deployment strategies, operational priorities and business objectives.
• Define scheduling policies and controls that balance customer demand, workforce availability, employee experience and financial performance.
• Act as the global functional owner for Scheduling governance, standards and optimization methodologies.
• Ensure scheduling practices support the Workforce Management Target Operating Model and broader Operations strategy.
• Represent the Scheduling function in executive governance forums and workforce planning discussions.
• Ensure full alignment between scheduling outputs and upstream capacity plans and forecasting.
• Act as global SPOC for Lobs on scheduling topics, whilst ensuring cross-LOB scheduling coherence and optimisation.

STRATEGY, TRANSFORMATION & HARMONISATION

• Define and continuously evolve the global scheduling strategy, operating model, and governance framework to enable consistency and scalability.
• Define and continuously evolve the global Scheduling strategy, operating model and governance framework across all Business Units and Lines of Business.
• Establish global scheduling standards, methodologies and operating principles to ensure consistency, scalability and compliance.
• Drive alignment between workforce deployment strategies, operational priorities and business objectives.
• Define scheduling policies and controls that balance customer demand, workforce availability, employee experience and financial performance.
• Act as the global functional owner for Scheduling governance, standards and optimization methodologies.
• Ensure scheduling practices support the Workforce Management Target Operating Model and broader Operations strategy.
• Represent the Scheduling function in executive governance forums and workforce planning discussions.
• Champion data-driven transformation by embedding advanced analytics and predictive insights into scheduling decisions.
  
• Partner with Forecasting, Capacity Planning, HR, and Operations to ensure end-to-end WFM alignment and integrated workforce strategies.

WORKFORCE OPTIMIZATION & OPERATIONAL EXCELLENCE

• Drive workforce optimization strategies that maximize service delivery, productivity and workforce utilization.
• Ensure workforce schedules effectively translate capacity plans into operational execution.
• Lead initiatives to improve schedule efficiency, flexibility and responsiveness to changing business demands.
• Establish governance for occupancy, shrinkage, overtime and workforce productivity management.
• Promote continuous improvement of scheduling methodologies, workforce deployment rules and operational processes.

COMPLIANCE, LABOUR GOVERNANCE & WORKFORCE POLICIES

• Define global scheduling governance standards ensuring compliance with labour legislation, working time regulations, union agreements and company policies.
• Provide strategic guidance on workforce deployment risks, compliance matters and workforce availability constraints.
• Partner with HR and Legal stakeholders to ensure scheduling frameworks remain compliant across jurisdictions.
• Establish controls and monitoring mechanisms supporting workforce governance and regulatory compliance.
• Drive consistency in the interpretation and application of scheduling policies across regions and Lines of Business.

DATA, REPORTING & INSIGHTS

• Own the global scheduling performance framework and workforce utilization metrics.
• Define and govern scheduling KPIs, performance standards and reporting methodologies.
• Deliver executive visibility on workforce deployment effectiveness, scheduling risks and operational readiness.
• Translate scheduling analytics into actionable business recommendations and workforce optimization opportunities.
• Drive benchmarking initiatives and continuous performance improvement across the Scheduling function.
• Support executive decision-making through workforce deployment scenarios and operational impact analysis.

LEADERSHIP & COLLABORATION

• Build a regionalised, HUB-based organisation, through consolidation of geographically dispersed team of Scheduling analysts.
• Build organizational expertise in workforce optimization, labour governance and scheduling methodologies.
• Build a high-performance scheduling culture centred on service excellence, and continuous improvement.
• Foster efficient cross-functional collaboration with HR, to ensure fully compliant service for Operations.
• Define talent strategy, capability development priorities, and succession plans for the Scheduling function.
• Represent Scheduling in WFM governance forums and executive steering committees.

Profile

• Bachelor’s or Master’s degree in Operations, Business Administration, Human Resources, Industrial Engineering or a related discipline.
• Minimum 10 years of experience in Workforce Management, Workforce Planning, Scheduling or Operational Resource Management functions.
• Significant experience operating within complex international, multi-country and multi-business-unit environments.
• Demonstrated experience defining workforce deployment strategies, workforce governance frameworks and scheduling operating models.
• Proven experience influencing senior stakeholders on workforce optimization, productivity, compliance and operational performance matters.
• Experience leading geographically distributed teams within matrix organizations.
• Fluency n English required; additional languages are considered an asset.
• Expert knowledge of WFM scheduling tools (Verint, NICE IEX, Genesys WFM, Teleopti, or equivalent).
• Advanced proficiency in Excel, Power BI, and scheduling analytics.
• Knowledge of WFM KPIs: SLA, Shrinkage, Adherence, Occupancy, AHT, Attrition.
• Expert knowledge of Workforce Management scheduling methodologies, workforce deployment principles and labour compliance requirements.
• Deep expertise in workforce optimization, scheduling governance and workforce utilization management.
• Advanced analytical capabilities including scenario analysis, workforce modelling and optimization techniques.
• Advanced proficiency in Excel, Power BI and workforce analytics tools.
• Strong understanding of labour legislation, workforce agreements and workforce policy interpretation.
• Expertise in Workforce Management KPIs including Schedule Efficiency, Adherence, Shrinkage, Occupancy, Productivity and Service Level metrics.
• Experience with Workforce Management technologies, scheduling platforms and workforce planning systems.
• Familiarity with automation, workforce optimization technologies and digital workforce management solutions.