Manager, Workforce Management
5 days ago
Role Overview
A disciplined, dynamic and results-oriented individual who has a strong Workforce Management background. Leads and drives workforce strategy to support operational efficiency, service level achievement, and staffing optimization across client campaigns and business units. They serve as a key partner between operations, clients, and support functions to ensure the right people are in the right place at the right time.
Specific Duties And Responsibilities
- Directly support and develop a team of up to 8 Workforce Team Leaders
- Provide leadership and direction for an organization of 1000+ employees.
- Review, recommend and implement new processes and procedures to enhance the efficiency and effectiveness of day-to-day operations
- Effectively manage client expectations and relationships
- Partner across the organization with operations and support groups to plan for and collectively ensure the success of the company.
- Ensure that all ADHOC or regular reporting, Audits are accurate, and timelines are met on a regular basis
COMPETENCIES
Core Competencies (Must-have Competencies)
Strategic & Analytical Thinking:
Data Driven Decision Making, Leverages data analytics, dashboards, and performance trends to optimize service delivery and workforce planning.
Operational Excellence:
Real-Time Management skills. Deep understanding of intraday execution, schedule optimization, and real-time responses to volume fluctuations.
Process Improvement & Optimization, Drives initiatives to enhance WFM processes, automate reporting, and eliminate inefficiencies
Leadership & Influence:
Team Leadership & Development, coaches and grows WFM teams (planners, real-time analysts, schedulers), fosters ownership and capability-building.
Stakeholder Management, Builds trust and collaboration with Operations, Clients, HR, Recruitment, Training, and IT.
Client & Communication Excellence:
Client-Facing Communication, can confidently present forecasts, performance reports, risks, and action plans to internal and external clients.
- Negotiation & Influence Balances business and client expectations through effective negotiation on staffing, metrics, and service levels.
- Cross-Functional Collaboration, works effectively across departments to align priorities, resolve challenges, and deliver end-to-end support.
Complementary Competencies (Good-to-have Competencies)
Technical Proficiency:
WFM Tools Expertise, Knowledge on tools like NICE IEX is an advantage.
- Reporting & Office Tools, Proficient in Excel, PPT and other MS office tools.
Understands how systems (telephony, CRM, ticketing) interact with WFM tools for accurate data flow and analysis.
Performance & Results Orientation:
KPI Ownership, Accountable for WFM-related metrics such as SLA, Forecast Accuracy, Shrinkage, Occupancy, Utilization, Adherence.
Qualifications
Educational Qualification/s
- Educational Attainment of Bachelors Degree is required
Professional Qualification/s
- Minimum of 7 years progressive WFM related work experience in the BPO/Call Center Industry
- Minimum of 3 years work experience as Manager with extensive experience managing multiple sites/segments and larger teams
Work Conditions- Able to adjust working hours as required to meet demands of supporting 24/7 call center operations and North American based client groups.
Ability to travel (
Performance Qualifications
- Experience with Avaya or Cisco ACDs and Nice IEX WFM software
- Proven track record of successful interactions with Internal Operations and Clients from Executives to Agents
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