Senior Workforce Manager

About the role

The Senior Workforce Manager is responsible to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business.

Key responsibilities

• Be responsible for various functions including capacity planning, resource management, forecasting, and scheduling
• Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs
• Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement
• Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs
• Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations
• Be responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies
• Drive business benefits through self-initiated projects
• Act as a Subject Matter Expert (SME) for resource planning and scheduling

About you

• Post-secondary degree, or certificate, with a focus in a related discipline (required)
• Minimum 3 years experience in a Call Center or Service-Oriented Industry
• Minimum of 3 years experience as a Workforce Manager managing multiple clients/accounts
• Solid experience in Capacity Planning and Forecasting
• Strong analytical, problem-solving, technical, information-management, and decision-making skills are required
• Excellent project management and computer (MS Office) skills
• Demonstrated strong interpersonal and communication skills
• Superior organizational skills and the ability to follow through
• Service oriented attitude
• Ability to adapt to change and innovation