Job Description
The Senior Manager of Workforce Management (WFM) and Analytics plays a pivotal role in planning and optimizing our contact center operations. This role requires expertise in managing and planning forecasts for contact center operations, meticulous cost management, and proficiency in using forecasting and analytic tools. The Senior Manager will lead a team responsible for ensuring efficient staffing and resource allocation to meet service level objectives and improve overall operational performance.
Key Responsibilities
1 Forecasting & Planning:
1.1 Develop and maintain contact center forecasting models to predict workload, service demand,and staffing requirements.
1.2 Collaborate with relevant departments to gather historical data and market trends to refine
forecasting models.
1.3 Ensure accurate and timely forecasts to support optimal staffing levels.
1.4 Plan and collaborate with Outsourced partners to staff right across interval levels during the day.
2 Cost Management
2.1 Oversee the development of budgets, labor cost modeling, and cost analysis for contact center operations.
2.2 Identify cost-saving opportunities and implement strategies to maximize operational efficiency.
3 Resource Allocation:
3.1 Monitor real-time data and allocate resources as needed to ensure service level targets are met.
3.2 Optimize scheduling to balance staffing levels with operational demand.
4 Tool Expertise
4.1 Utilize advanced workforce management software and tools to create schedules, monitor
adherence, and report on key performance indicators.
4.2 Stay updated on industry-standard tools and continuously improve tool proficiency.
5 Analytical Insights
5.1 Leverage analytics tools, including Excel, Python, R to extract actionable insights from data,
improving contact center performance and efficiency.
6 Team Leadership
6.1 Lead, mentor, and develop a team of WFM professionals, fostering a culture of collaboration,
accountability, and continuous improvement.
7 Collaboration
7.1 Collaborate with cross-functional teams to align workforce strategies with business goals.
7.2 Provide data-driven recommendations to support strategic decisions.
8 Qualifications
8.1 Bachelors degree in a relevant field. Advanced degree is a plus.
8.2 A minimum of 5 years of experience in workforce management, contact center planning, and cost management. (E-Commerce experience would be an added advantage)
8.3 Proficiency in using industry-standard forecasting and workforce management tools.
8.4 Strong analytical skills and hands-on experience with data analytics tools, especially Python.
8.5 Demonstrated leadership and team management experience.
8.6 Excellent communication and collaboration skills.
8.7 Ability to adapt to a dynamic, fast-paced environment.
9 Additional Information
This role may require occasional flexible hours to accommodate contact center shifts and real-time monitoring.
If you're a highly motivated, analytical thinker with a passion for optimizing contact center operations and leading teams, we encourage you to apply for this Senior Manager - WFM Analytics role. Join us in our mission to deliver exceptional customer service and drive operational excellence.
