Job Description OVERALL PURPOSE : The Workforce Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.
RESPONSIBILITIES : Intraday Operations Performs Workforce Management support functions for Operations Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement Manage operational forecast variance to plan Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps Forecasting & Capacity Planning Analyze work volume patterns to determine trends Create volume forecast and handle time forecast for interval, daily and weekly Determine appropriate staffing levels needed to meet goals Able to use Workforce Management tools and create excel templates to support deployment of new deals Scheduling Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed Administer shift bids across multiple sites and clients / lines of business Develop and adjust employee schedules and rotations to meet the work volume demand on each day Able to use Workforce Management tools and create excel templates to support deployment of new deals
Job Qualifications TO QUALIFY :
Graduate of any 4 year course but with preference to IT course; open to undergraduates with related work experience.
Highly knowledgeable in budgeting, forecasting, and cost accounting.
Expertise in Contact Center Workforce Management and Reporting analytics.
Operational excellence and service quality management experience.
Ability to work independently, multi-task and meet deadlines
Analytical interpretation of data
Proficiency in Microsoft Excel
Must be able to work with all levels of the organization in capturing, managing and communicating metrics
Excellent written and verbal communication skills