Workforce Management Manager

Manages Real Time Analysts and Scheduling and Forecasting Analysts. Primary duties may include but are not limited to:  Monitors forecasting effectiveness and accuracy at all levels. Ensures service levels and productivity goals are met. Implements and maintains workforce management platform. Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement. Coordinates all reporting related to workforce management. Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support. Organizes project tasks, structures information collection activities and sets timelines for completion of required tasks. Develops and maintains scheduling processes. Serves as the resident expert on workforce management software package. Participates in long range planning and the formulation of goals. Oversees technology and process improvements to ensure the highest-level possible customer satisfaction and cost effectiveness. Collaborates with Information Systems staff to design, implement and maintain customer communications systems. Develops presentations around project recommendations and implementation and presents them to senior management. Completes special projects as needed. Hires, trains, coaches, counsels, and evaluates performance of direct reports.

Qualifications

• 5+ years of WFM experience in a BPO or contact center environment, covering forecasting, scheduling, and real-time management.
• 2+ years of leadership experience managing WFM teams (Forecasting, Scheduling, and/or RTA).
• Proficiency in WFM tools such as NICE, Verint, Aspect, Genesys, or Calabrio.
• Strong skills in workforce analytics, reporting, and dashboard development.
• Proven track record of driving process improvements and presenting insights to stakeholders.