Workforce Manager

Basic Functions

Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.
Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
Ensures that dialer settings are defined, set up and monitored accordingly
Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System
Serves as the main point of contact for all WFM concerns

Essential Functions

Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
Ensures workforce management process and procedures are in place and followed
Conducts performance appraisals of direct reports periodically
Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
Supports analysis of trending to adjust future planning
Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans
Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
Performs routine audits of call center reports to ensure accuracy and integrity is maintained
Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions
Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance
Ensures regular coaching, feedback and recognition is being done with the direct reports

Candidate must possess at least a Bachelor’s/College Degree
4 years minimum experience in Workforce Management
Dialer experience for outbound campaigns a must
Excellent skills in forecasting, scheduling and real-time time management a must
Strong organizational skills to ensure critical timelines are met
Accuracy and attention to details a must in this role
Strong presentation skills
Detail oriented with ability to deliver project deliverables with little supervision
Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
Demonstrate analytical, organizational, problem solving and creative thinking skills
Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
Flexible and willing to work in shift schedules and during weekends