Workforce Manager

Manager

Job description

1. Strategic Workforce Planning

• Develop and implement long-term workforce planning strategies aligned with business goals.
• Forecast contact volumes, staffing needs, and resource allocation to meet service level agreements (SLAs).
• Collaborate with senior management to align workforce strategy with operational objectives.
• Identify cost-saving opportunities without compromising service quality

2. Forecasting and Scheduling

• Oversee accurate forecasting of customer contact volumes across multiple channels (phone, chat, email, social media).
• Ensure optimized agent schedules to ensure optimal coverage and meet SLAs
• Guide team for intraday adjustments to schedules based on real-time performance and contact volume changes.

3. Team Leadership and Development

• Lead, mentor, and develop the WFM team, ensuring continuous improvement in forecasting, scheduling, and reporting.
• Set clear performance goals and conduct regular reviews for the WFM team.
• Facilitate training and development programs to keep the team updated with the latest WFM tools and best practices.

4. Performance Monitoring and Reporting

• Monitor key performance indicators (KPIs) such as service levels, adherence, shrinkage, occupancy, and forecast accuracy.
• Generate and present detailed reports and insights to senior management, identifying trends and recommending corrective actions.
• Drive data-driven decision-making across the contact center by providing actionable workforce insights.

5. Stakeholder Collaboration

• Act as a liaison between WFM, Operations, HR, IT, and other departments to ensure alignment and communication.
• Participate in cross-functional projects that impact workforce requirements and contact center performance.
• Establish and maintain a collaborative and professional relationship with clients through regular interactions and performance reviews.
• Participate in client-facing meetings to present insights, forecasts, and strategic recommendations.

6. Continuous Improvement

• Lead initiatives to improve forecasting accuracy, schedule adherence, and overall workforce utilization.
• Implement feedback mechanisms and incorporate agent and operational feedback to enhance WFM processes.
• Champion a culture of continuous improvement and innovation within the WFM team and the wider contact center.

Qualifications

• Bachelor's degree in related field from a four-year college or university with more than seven years of relevant experience (with at least two years of Progressive Management Experience) preferred
• 7 years of experience with call centers 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