Senior Workforce Manager

Job Description:

1. Strategic Workforce Planning

2. Develop and implement long-term workforce planning strategies aligned with business goals.

3. Forecast contact volumes, staffing needs, and resource allocation to meet service level agreements (SLAs).
4. Collaborate with senior management to align workforce strategy with operational objectives.

5. Identify cost-saving opportunities without compromising service quality

6. Forecasting and Scheduling

7. Oversee accurate forecasting of customer contact volumes across multiple channels (phone, chat, email, social media).

8. Ensure optimized agent schedules to ensure optimal coverage and meet SLAs

9. Guide team for intraday adjustments to schedules based on real-time performance and contact volume changes.

10. Team Leadership and Development

11. Lead, mentor, and develop the WFM team, ensuring continuous improvement in forecasting, scheduling, and reporting.

12. Set clear performance goals and conduct regular reviews for the WFM team.

13. Facilitate training and development programs to keep the team updated with the latest WFM tools and best practices.

14. Performance Monitoring and Reporting

15. Monitor key performance indicators (KPIs) such as service levels, adherence, shrinkage, occupancy, and forecast accuracy.

16. Generate and present detailed reports and insights to senior management, identifying trends and recommending corrective actions.

17. Drive data-driven decision-making across the contact center by providing actionable workforce insights.

18. Stakeholder Collaboration

19. Act as a liaison between WFM, Operations, HR, IT, and other departments to ensure alignment and communication.

20. Participate in cross-functional projects that impact workforce requirements and contact center performance.
21. Establish and maintain a collaborative and professional relationship with clients through regular interactions and performance reviews.

22. Participate in client-facing meetings to present insights, forecasts, and strategic recommendations.

23. Continuous Improvement

24. Lead initiatives to improve forecasting accuracy, schedule adherence, and overall workforce utilization.

25. Implement feedback mechanisms and incorporate agent and operational feedback to enhance WFM processes.
26. Champion a culture of continuous improvement and innovation within the WFM team and the wider contact center.

Qualifications:

• Bachelor's Degree Holder
• 5 to 8 years of experience with call center and process improvement preferred; customer satisfaction analysis a plus
• Six Sigma green belt certification preferred
• Proven experience with data analysis, linkage of multiple data sets and development of keen business insights rooted in an analytic approach
• Passionate about producing high quality analytics deliverables and communicating results to a broad audience at all levels of leadership
• Intellectual curiosity with a desire for continuous testing and actionable change
• Strong process improvement experience: proven ability to apply quantitative and/or qualitative research and data analysis techniques to demonstrate ability to quantify ROI to drive operational improvements
• Proven ability to motivate teams and operate effectively as a leader in a fast paced, high energy environment
• Demonstrated managerial skills; proven ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, and staff development skills. Strong ability to coach, develop action plans which maximize performance and provide effective feedback
• Strong problem-solving and excellent presentation skills
• Solid understanding of contact center and data analysis methods and processes; analysis of customer satisfaction data a plus