Senior Workforce Manager

Required years of experience and specialization

· Minimum of 5 to 8 years of Experience

Qualifications:

· Bachelor's Degree Holder

· 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

Job Description:

1. Strategic Workforce Planning

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

Ø  Forecast contact volumes, staffing needs, and resource allocation to meet service level agreements (SLAs).

Ø  Collaborate with senior management to align workforce strategy with operational objectives.

Ø  Identify cost-saving opportunities without compromising service quality

1. Forecasting and Scheduling

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

Ø  Ensure optimized agent schedules to ensure optimal coverage and meet SLAs

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

1. Team Leadership and Development

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

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

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

1. Performance Monitoring and Reporting

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

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

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

1. Stakeholder Collaboration

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

Ø  Participate in cross-functional projects that impact workforce requirements and contact center performance.

Ø  Establish and maintain a collaborative and professional relationship with clients through regular interactions and performance reviews.

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

1. Continuous Improvement

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

Ø  Implement feedback mechanisms and incorporate agent and operational feedback to enhance WFM processes.

Ø  Champion a culture of continuous improvement and innovation within the WFM team and the wider contact center.