WFM Manager

Job highlights

• 5-10 years in BPO/CRM operations with expertise in workforce planning and quality management
• Oversee contact center operations including staffing, scheduling, forecasting, and training; lead and manage teams; implement policies and support systems

Roles and Responsibility

• Oversees all operational support aspects of the contact center, including staffing, scheduling, and forecasting systems.
• Facilitates and monitors workforce planning issues, such as policy and procedure implementation.
• May monitor training programs across the contact center and ensure their effective implementation.
• Manages contact center quality issues and support systems implementation and management.
• Leads a team of specialists, sometimes with several hierarchical levels, and takes full employee lifecycle responsibility.
• Ensures the implementation of short to medium term activities within the business area or supports sub-functions in line with department strategy.

Job Requirements

• Minimum 5 years of experience in a related field, with a maximum of 10 years.
• Strong understanding of CRM/IT Enabled Services/BPO operations and processes.
• Experience in workforce planning, quality management, and training programs.
• Ability to coach, mentor, and train others on areas of expertise.
• Strong leadership skills and ability to manage teams effectively.
• Excellent communication and interpersonal skills.