WFM Manager

Job Description

• Responsible for Workforce Management & Service Delivery to Internal & External Customers
• Manages a WFM team for 3 to 5 clients, leading and mentoring the team to support Operations
• Directly manages WFM processes, Client KPIs, and financial performance in a multi-site, multi-platform environment
• Serves as a checkpoint and reviewer of WFM processes, practices, and output
• Takes ownership, engages with the Operations team, and drives improvements/resolutions by developing plans, processes, recommending solutions/strategies, and ensuring execution
• Ensures efficient levels of staffing and occupancy, optimizing resources to maximize service levels, seat utilization, and maintaining financial rigor
• Develops processes, scorecards, and performance plans for effective team management

Responsibilities

• Strong sense of personal stake and urgency in day-to-day management
• Ability to forge positive, objective relationships with Operations and Support teams
• Adaptability, thriving, and multitasking in a demanding workplace while managing conflicting and shifting priorities
• Ability to foresee, dissect, and fix problems using a data-driven approach and common sense
• Appetite for challenges, including driving projects, improvement opportunities, and maturity models
• Effectiveness in presenting to and persuading different levels in the organization
• Experience in creating compelling analysis and reports for clients and internal reviews
• Skilled in Staff Planning, Reporting, and proficient with spreadsheets
• Hands-on Scheduling experience in Blue Pumpkin or Aspect eWFM is a strong advantage
• Must demonstrate a thorough, swift, and decisive approach to problem-solving
• Must be diplomatic, resilient, positive, and enterprising in resolving conflicts and disagreements
• Proficiency in basic arithmetic, statistical concepts, and strong logical ability desired
• Must be tactically involved and hands-on where needed
• Ability to motivate, retain, and attract talent
• Flexible with extending shifts when needed

Qualifications

• 6 years of experience in Workforce Management in a multi-site, multi-client BPO environment