Workforce Management (WFM) Manager

Key Responsibilities

• Forecasting
  & Planning: Develop and maintain accurate call volume
  forecasts, hiring plans, and capacity plans.
  
• Scheduling
  & Optimization: Create optimal agent schedules to meet
  service level agreements (SLAs) and manage time -off requests to ensure
  coverage.
  
• Real -Time
  Management: Oversee real -time adherence to schedules, adjusting
  staffing levels intraday to handle unexpected volume fluctuations.
  
• Reporting
  & Analysis: Analyze and report on key performance indicators
  (KPIs) such as average speed of answer, shrinkage, occupancy, and agent
  efficiency.
  
• Team
  Leadership: Hire, train, and mentor a team of WFM analysts or
  specialists.
  
• Systems
  Management: Maintain and configure the WFM software platform.
  
• Stakeholder
  Collaboration: Partner with operations, HR, and IT to address
  staffing needs and implement process improvements. 
  

Requirements

Required Qualifications

• Experience: 3+
  years of experience in workforce management within a call centre/contact
  centre environment.
  
• Tools: Proficient
  in WFM systems (e.g., Aspect, NICE IEX, Verint, Tyme Shift, Calabrio) and
  advanced Excel skills.
  
• Skills: Strong
  analytical, mathematical, and data interpretation skills.
  
• Communication: Excellent
  verbal and written communication skills for reporting to senior
  leadership. 
  

Preferred Skills

• Knowledge
  of Call Centre management best practices
  
•  Strong Functional analytical skills
  (budgeting, costing, etc.)
  
•  Strong Forecasting ability (including
  Chat and Text)
  
•  Process analytical skills in a call
  centre environment
  
•  Ability to create well organized,
  accurate, and concise material and work documentation for organizational
  use. Strong knowledge of Microsoft applications including Outlook, Excel,
  and Access with the ability to create and maintain data bases.
  
•  Strong hands -on knowledge of work force
  management tools and the ability to maintain them
  
•  Knowledge of Word and PowerPoint and the
  ability to use them to present to both internal and external
  

Qualifications

3 to 5 years of experience in workforce management experience
in a Call Centre Operations environment.