Workforce Management Professional
2 months ago
Job Title: Workforce Management Professional
About the Role:
We are seeking a highly skilled Workforce Management Professional to join our team. As a Workforce Management Professional, you will be responsible for managing the performance of a team, rolling out agent schedules, forecasting resource requirements, and creating meaningful dashboards and reports.
Responsibilities:
- Manage the performance of a team comprised of a Workforce Lead and Workforce Analysts.
- Roll out agent schedules that meet required and committed capacity for programs assigned on a weekly basis.
- Forecast resource requirements and create a seat capacity planning.
- Conduct formal employee performance reviews, establish development plans, initiate promotions, pay adjustments, disciplinary actions, and terminations.
- Create and maintain meaningful dashboards and reports.
Requirements:
- Must have at least 2-3 years of experience as a Workforce Supervisor or Manager.
- Must have experience in handling a team of leads and workforce analysts.
- Ability to properly handle escalated complaints and diffuse conflict.
- Ability to learn new concepts and quickly, and remain current with the technology and tools that support the requirements of the team.
- Ability to operate within a challenging and fast-paced environment.
- Ability to multi task, shift focus between the queue and follow-up to ensure all calls are answered within an appropriate time frame.
- Able to embrace change within the account, team and management.
- Determined leader and can motivate the team to perform.
- Approachable and exudes patience when asked for guidance.
- Contribute to employee life cycle decisions by communicating with Manager regarding status of employee's performance or any issues that could result in performance plans or disciplinary action.
What We Offer:
- Competitive salary package.
- Exciting employee engagement activities.
- Stability (Continuously getting pioneer accounts).
- Learning sessions every week.
- Fast career growth.
- Free Parking Passes.
- Accessible location.
- HMO (Free dependent).
- Leave credits/Leave conversions.
- Night differential.
- Uncapped annual appraisal.
- 2 days off.
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