Description:
The Workforce Manager will lead all aspects of workforce planning and real-time operations to optimize staffing and scheduling in a fast-paced contact center environment. This role utilizes advanced Workforce Management (WFM) platforms to forecast call volumes, develop staffing models, manage scheduling, and ensure optimal agent performance and adherence. The ideal candidate brings a strong analytical mindset, experience with WFM technologies, and a strategic approach to maximizing workforce efficiency and service levels.
Responsibilities:
- Lead end-to-end Workforce Management functions including forecasting, scheduling, capacity planning, and real-time monitoring to support contact center operations.
- Utilize workforce management platform to develop and maintain accurate forecasting models and scheduling processes.
- Oversee real-time intraday operations, making necessary staffing and schedule adjustments to ensure optimal service level performance.
- Monitor agent adherence, productivity, and performance; provide actionable insights and recommendations to leadership.
- Partner with contact center leadership to identify staffing gaps, optimize schedules, and implement workforce strategies aligned with operational goals.
- Create and maintain reports and dashboards to track KPIs such as service levels, occupancy, shrinkage, forecast accuracy, and schedule adherence.
- Develop and present short- and long-term workforce capacity plans based on historical data, business trends, and seasonal factors.
- Work cross-functionally with analytics, IT, HR, and operations teams to ensure data integrity and alignment across systems and strategies.
- Foster a culture of continuous improvement and operational excellence.
- Drive the adoption of WFM best practices and technology utilization to enhance efficiency and customer experience.
Education and Work Experience:
- Bachelor's degree in Business, Analytics, Operations, or related field preferred.
- Minimum of 3 years of experience in a Workforce Management leadership role, preferably in a contact center environment.
- Hands-on experience with Genesys, Verint, or comparable WFM platforms required.
- Proven ability to manage multiple priorities in a dynamic environment while delivering accurate and timely results.
- Proficiency in Microsoft Excel and workforce analytics/reporting tools.