WFM Manager

Role and Responsibilities 

• Manages a team of RTAs, Schedulers and Supervisor/s 

• Administers setup and utilization of WFM software and reporting tools 

• Administers communication to and from Operations and other support departments 

• Collects and analyzes and reports historical center performance statistics 

• Manages long-term forecast / staff plan and lead monthly staff plan / budget meeting 

• Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources 

• Works with training and operations to coordinate multi-skill training for existing agents 

• Oversees communication to new hires on schedule process 

• Oversees short-term workload forecasting 

• Oversees scheduling philosophy of schedule assignments 

• Oversees proactive scheduling of  discretionary activities such as training, meetings, overtime and under time 

• Oversees intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements 

• Responsible for maximizing efficiency and occupancy while meeting service objectives 

• Oversees analysis and reporting of employee performance including schedule adherence 

• Recognizes and recommends operational and support improvements 

• Performs other duties that may be assigned from time to time. 

• Main POC on programs and LOBs supported. Should have a firm grasp of the programs’ day over day performance and opportunities. 

• Responsible for the team’s performance and engagement