Senior Workforce Manager

So what does a Senior Workforce Manager really do? Think of yourself as one of the leaders of the department, so not just anyone is qualified for this role! We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because it’s time to imagine what it’s like being a Senior Workforce Manager.

Imagine yourself going to work with one thing on your mind: to deliver the world's best customer

experience by striking a balance between service and cost. As you tackle your new tasks for the day, you know that it will lead to one thing: you will supervise the operational and fiscal activities of the WFM team.

As a Senior Workforce Manager, you will be leading a team of WFM Managers and planners to achieve the WFM deliverables for our customers. Making sure the accuracy of processes and procedures for projecting billing hours for all clients within the site. You will also identify and report on account profitability opportunities and recommend strategies to improve campaign processes. You will be held accountable for schedule adherence, service level, absenteeism, and other key service and efficiency metrics. Moreover, you will forecast and prepare for voice and non-voice volume and monitor seat occupancy, average handle time and other factors to measure campaign performance. You will also work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. You will also manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations.

Moreover, you are expected to achieve 100% accuracy and speed of delivery requirements. You shall implement scheduling strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to the WFM team. You will also establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals. What else? Well, you need to understand the key business objectives, timeframes, and requirements associated with each workforce management goal. Along with this, you will report daily center metrics on all projects, teams and associates performance to business partners. You will also manage day-to-day Workforce Operations.

What else? Well, you are responsible for keeping the forecasts updated considering variables that are not controllable. You will also ensure that workforce procedures are followed by the team. You will deliver timely and efficient solutions to all workforce related requests. You will actively manage the staff, support, motivate, and retain an outstanding Workforce Management team. You are responsible for coaching, mentoring, training, evaluating, and developing a team of workforce analysts and planners. You will help the team to set realistic and measurable staffing and scheduling goals, and develop appropriate reward systems as needed. You will monitor progress towards goals to ensure client expectations and requirements are met. You will escalate system level issues to the appropriate systems or 3rd party vendors. You will ensure compliance with the company’s processes and tools, system changes.

So, do you have what it takes to become a Senior Workforce Manager?

Requirements:

So what is it we’re looking for? Well, since this is a managerial post we need someone who already has the experience to even call themselves as one. So definitely someone with at least 3 years of experience in a Workforce Manager post.

We need someone with strong verbal and written communication skills. We need someone who has the ability to manage multiple, complex, ongoing tasks and projects. We need someone who has a strong attention to detail and has a strong desire to optimize procedures.

We need someone who’s proficient in statistical analysis, computer, and software skills. Someone with a working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly. Someone with great proficiency when it comes to reporting would also be a requirement for this post.