Workforce Manager

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.

Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career - Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM? Come for a career, stay for the fun!

• HMO coverage for you and your family**

• Yearly Kick Off Parties with major giveaways (like the car in 2023)

• Get recognized through our ‘Value Awards’

• Grow your career - yes, we love to promote internally

• Do meaningful work and collaborate with the best

• 900 promotions given each year

• 2,700+ leadership training courses

A SNAPSHOT OF YOUR ROLE

You are a Workforce Manager, a champion in your field. As part of the A-team, your role plays an important part in our success.

YOUR DAILY RESPONSIBILITIES

• Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites
• Analyse past volume and staffing patterns and implement actions required based on the forecast provided by the client to ensure service goals are met
• Conduct analysis and recommend solutions to real-time performance issues with the operational business units
• Validate forecasting and staff planning and work with Account Managers and clients
• Interface with Account Managers/Operations Directors as needed for escalation of service impacting issues
• Manage the staff schedules and responsibilities of Workforce Management team.
• Responsible for performance appraisals of all direct reports
• Establishes performance objectives for direct reports
• Coach and develop a high-performance team through organizational leadership
• Demonstrate sound judgment and fairness when administering policies and procedures
• Ensure team accurately tracks and manages contact centre schedule adherence.
• Monitor absenteeism levels and work with Operations Team on attendance management initiatives
• Prepare daily/weekly/monthly reports and distribute to the Management team
• Manage staffing ratios and seat utilization/optimization to ensure contact centre goals are met
• Build effective working relationships with internal departments
• Work with Senior Management team on initiatives to support new business growth and overall operations
• Assist with special projects and other duties as assigned

A BIT ABOUT YOU

• Bachelor’s degree in Business Management, Finance or a related field preferred
• Minimum of five (5) years of experience managing Workforce Operations in a BPO contact centre, with client and senior management interaction
• At least one (1) year of experience working with a process excellence system – e.g. Six Sigma, Lean, COPC, etc. is preferred
• Expert knowledge and understanding of workforce planning programs and principles
• Thorough understanding of Workforce Management Tools i.e. Aspect, eWFM tools, Cisco, Genesys and Avaya
• Demonstrated skills in all phases of workforce planning, forecasting, intra-day and reporting functions
• Advanced abilities in using Microsoft Office (especially MS Excel, VBA and SQL programming)
• High degree of verbal and written communication skills, rational persuasion and negotiating aptitude, and the ability to effectively and concisely present information at all levels of the organization and to the general public
• Strong analytical abilities to provide strategies based on historical and current data
• Proven ability to manage people, processes, and technology
• Strategic thinker and tactical implementer
• Demonstrated management leadership skills – i.e., ability to build high performance teams, motivate and influence employees to exceed performance initiatives, and poses an understanding of the business and financial elements of a large operation
• Demonstrated ability to manage multiple projects leading technical and development teams, and working with peers in a cross-functional setting
• Ability to react quickly and take advantage of changing business conditions in real-time
• Highly motivated, creative, self-sufficient and able to operate effectively without close supervision
• Passion for excellence, strong work ethic and solutions-oriented
• Fast learner with an entrepreneurial spirit

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions.

• Entrepreneurial Energy: Think like an owner. Solve like a founder.

• Fast with Intent: We move fast and deliver real results.

• Laugh and Learn: We don’t take ourselves too seriously, just our results.

What are you waiting for? Come for a career, stay for the fun!

Join the A-Team and experience the A-Life!