Workforce Management Lead

Location:  United Kingdom 

Recruiter: Tyrone Duncan 

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Purpose of the role

The PS Ops organization is an enablement function within Professional Services that defines that a suite of tools, processes, methodologies and best practices, that are designed to support colleagues in regional teams to deliver consistent and positive outcomes to Keyloop’s Customers. To ensure these outcomes, appropriate levels of monitoring and governance need to be applied across the delivery portfolio in order to identify and mitigate risk across the Customer lifecycle that Professional Services is engaged.

The Workforce Management lead has oversight of all Professional Services resources activities through ownership and orchestration of the Resource Management process and team.

Working in partnership with PS regional teams and the PS enablement functions; the Workforce Management function is responsible for planning and coordinating all professional services Customer facing resources, to ensure a timely and successful outcome for our customer projects. This role will define and implement a Resource Management process that is focused on accelerating time to value and optimizing the Professional Services teams billability.

Key Duties & Responsibilities

• Develop and implement workforce management strategies to optimize staffing levels, reduce costs, and improve operational efficiency.
• Analyze historical data, trends, and forecasts to accurately predict future workforce demand and capacity requirements.
• Collaborate with cross-functional teams, including operations, GTM, Alliance and Product & Engineering, to align workforce planning initiatives with business objectives.
• Lead the design and implementation of workforce scheduling processes, including shift patterns, rostering, and time-off management.
• Utilize workforce management software and tools to monitor real-time performance metrics, identify areas for improvement, and make data-driven decisions.
• Develop and maintain performance metrics and KPIs to measure the effectiveness of workforce management initiatives and drive continuous improvement.
• Provide leadership, guidance, and mentorship to the workforce management team, fostering a culture of accountability, collaboration, and innovation.
• Stay abreast of industry best practices, emerging trends, and technologies in workforce management to drive innovation and maintain a competitive edge.
• Hiring, coaching and development of the team’s resource managers; managing relative performance levels within the team
• Take ownership of the PS resources Skills Matrix; including the process to define and update skills to ensure PS resources maximize their chances of gaining billable work.
• Monitor pipeline and align future work to capacity, identify the likelihood of the need to engage co-delivery where capacity does not equal internal supply.
• Monitor resource utilization attainment, working with regional leads on building a plan for resources that not regularly achieving their billability targets.
• Define a suite of reports to track attainment against Workforce Management KPI’s and support the reporting of achievement as required.
• Establishing a mechanism to ensure 360-degree feedback on the effectiveness of the resource management process and team; building a plan to ensure continuous improvement.

Key Results Indicators & Measures of success

• Time to value contribution through the rapid start of new projects.
• Billable utilization improvements
• Positive feedback from cross functional stakeholders and implementation teams
• Demonstrable continual improvement of all documented processes

Skills / Knowledge & Experience

• Extensive workforce management leadership experience, preferably gained from similar roles with other software vendors or system integrators.
• Clear evidence of problem solving and the ability to balance pros and cons of competing options or solutions.
• An experienced people manager with a demonstrable track record of hiring and growing functions.
• Pro-active attitude, especially in the context of aligning and balancing cross functional priorities.
• Demonstrable high-level of communication, facilitation and negotiation skills
• Demonstrable experience of commercial decision making
• Excellent communication skills, both written and verbal.
• Excellent interpersonal skills with the ability to quickly develop effective working relationships with internal and external project teams.
• Experience of working with Project management tools and platforms (MS Projects, Teamwork, MS Office)

Qualifications and languages

• Fluent in English mandatory, another European language preferred
• Bachelor's degree in Business Administration, Operations Management, or a related field. Master's degree preferred.
• Minimum of 5 years of experience in workforce management, preferably in a SaaS or technology-driven environment.
• Proficiency in workforce management software and tools, such as [list specific tools].
• Strong analytical skills with the ability to interpret data, identify trends, and make actionable recommendations.
• Excellent communication, presentation, and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.
• Proven leadership experience with the ability to motivate, coach, and develop a high-performing team.
• Demonstrated ability to thrive in a fast-paced, dynamic environment and manage competing priorities effectively.
• Certification in workforce management (e.g., SWPP, WFM) is a plus.

Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity.  We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.