WFM Strategist

The WFM Manager plays a pivotal role in driving CRM contact performance and WFM Process maturity through the implementation and maintenance of best practice WFM across the location accounts under the supervision and alignment of the Geo Leader.

• Set strategic direction and manage overall delivery of Capacity Planning, scheduling, and WFM related metrics of the accounts within the location.

As a representative and Point of Contact for the clients, the WFM Manager works with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements.

• Work with the onsite and offshore WFM team to provide Planning and scheduling requirements for each account.
• Responsible for driving achievement of resource planning metric.
• Brief management on status of WFM functions and metrics.
• Coordinate with Operations (Operational Managers) DPE/Account Management and Clients to ensure WFM processes and practices are in place and properly executed.
• Educating both their Direct reports and other functions stakeholders about pre-defined process and procedures by Senior leadership of WFM.
• Identify and leverage best practice.
• Ensure effective use of resources and automated system.
• Implements productivity and revenue increases by driving efficiency and other related initiatives.
• Act as escalation point to address and resolve WFM support matters for the program.
• Manage and ensure delivery of the executions of WFM plans, ensuring the onsite and offshore team is meeting deliverables and deadlines.
• Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling).