Manager Workforce Management
3 days ago
Job Description:
The Workforce Assistant Manager plays a critical role in supporting the strategic and operational goals of the Workforce Management team. This position is responsible for overseeing real-time operations, forecasting, scheduling, and reporting functions to ensure optimal staffing and service level performance across multiple lines of business.
Key Responsibilities:
- Assist in developing and maintaining accurate forecasts and schedules based on historical data, trends, and business requirements.
- Monitor intraday performance and provide actionable insights to meet service level targets.
- Collaborate with operations, HR, and recruitment teams to align workforce plans with business needs.
- Lead and mentor a team of workforce analysts and real-time coordinators.
- Analyze performance metrics and generate reports for senior leadership.
- Support implementation of WFM tools and process improvements.
- Participate in business reviews and provide workforce-related recommendations.
- Ensure compliance with labor laws, company policies, and contractual obligations.
Qualifications:
- Bachelor's degree in business administration, Statistics, or related field (preferred).
- Minimum 3–5 years of experience in Workforce Management in a contact center or BPO environment.
- At least 1 year of experience in a supervisory or leadership role.Skills & Competencies:
- Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect).
- Strong analytical and problem-solving skills.
- Advanced Excel skills; experience with data visualization tools is a plus.
- Advanced skills in Power BI
- Preferred: Experience with multi-site or global workforce operations.
- Knowledge of Six Sigma or Lean methodologies.
- Familiarity with SQL or other data query languages.
- Amenable to work onsite in Eastwood.
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