WFM Manager

Job highlights

• Experienced specialist in operational support and workforce planning with expertise in contact center management

• Oversee contact center operations, workforce planning, training implementation, quality management, and lead specialist teams

• Oversees and has full responsibility over all operational support aspects of the contact center

• Must facilitate and monitor all workforce planning issues, including staffing, scheduling and forecasting systems, and policy and procedure

• May monitor the implementation and execution of all training programs across the contact center

• Oversees all aspects of contact center quality issues and support systems implementation and management

• May be responsible for multiple contact centers

• Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines

• Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities

• Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise

• Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department

• Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction

• Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility