WFM Supervisor

Workforce Manager
Job Description

Job Responsibilities

• Manages a team of Workforce Analysts, across all programs and potentially across multiple sites.

• Work directly with the client and site operations team to build staffing strategies that consider all possible variables that may affect staffing and call volume projections.

• Monitor and analyze call patterns, intra- and inter-day activity and adjust as needed in real time to ensure optimal productivity and efficiency.

• Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information.

• Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.

• Prepare and disseminate timely and accurate reports to operations management and clients.

• Defines and manages achievement of client performance objectives.

• Keeps all commitments made to the company and client.

• Audits and checks accuracy of weekly reports and invoice reports.

• Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time.

• Enhances the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability.

• Manage all client specific responsibilities

Requirements

Qualifications

• Bachelor’s degree in Business Management, Finance, or a related field preferred.

• Minimum of 5 years’ experience managing Workforce Operations in a Lead Generation and/or BPO operation, with client and senior management interaction.

• Two years’ experience working with call center reporting and metrics required

• One-year prior experience working with workforce management technologies ideally such as Five9 or Convoso

• One-year prior experience with VCC or other ACD phone system required

• Strong analytical skills and ability to apply those real-time

• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software