Workforce Manager

Key Responsibilities:

• Workforce Planning and Management: Develop short-term and long-term workforce plans to meet forecasted call volumes and service level agreements (SLAs). Collaborate with operations, training, and recruitment teams to align workforce supply with business needs. Monitor and manage staffing levels to minimize under- or over-staffing.
• Scheduling: Create, review, and optimize employee schedules, including shifts, breaks, training, and time-off requests. Manage shift bidding, swaps, and overtime while maintaining adherence to labor laws and company policies. Ensure schedules are updated to reflect operational changes or campaign adjustments.
• Real-Time Management: Oversee intraday operations, ensuring adherence to schedules and making real-time adjustments as needed. Monitor real-time metrics, including call volumes, service levels, and agent occupancy, and provide solutions for any deviations. Act as the point of escalation for any workforce-related challenges during live operations.
• Reporting and Analysis: Generate and analyze workforce reports, including shrinkage, adherence, productivity, and performance trends. Identify patterns and provide data-driven insights to optimize workforce efficiency. Present recommendations to leadership on staffing, forecasting, and operational strategies.
• Team Leadership: Lead and mentor the workforce management team, fostering a culture of continuous improvement. Provide training and development opportunities to enhance the team's skills and capabilities. Conduct performance reviews and set goals for the workforce management team.
• Stakeholder Collaboration: Partner with client stakeholders to ensure alignment on workforce requirements and deliverables. Coordinate with training, quality, and HR teams to schedule onboarding, upskilling, and other activities. Communicate workforce updates and strategies to internal and external stakeholders.
• Compliance and Policies: Ensure compliance with company policies, labor laws, and client agreements. Regularly review and update workforce processes to improve efficiency and effectiveness.

Qualifications:

• Education and Experience: Bachelor’s degree in Business Administration, Statistics, or a related field (preferred). Minimum of 3-5 years of experience in workforce management within a BPO or contact center environment. Proven experience with WFM tools such as Verint, Aspect, Genesys, or similar.

Required Skills:

• Strong analytical and problem-solving skills.
• Proficiency in forecasting, scheduling, and real-time monitoring.
• Advanced knowledge of Microsoft Excel and data visualization tools.
• Familiarity with contact center KPIs, such as SLA, occupancy, shrinkage, and adherence.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.