Workforce Manager

The Workforce Management (WFM) Manager will be responsible for overseeing all aspects of workforce

management within our contact center/BPO. This includes forecasting, scheduling, real-time management, and

reporting to ensure optimal staffing levels and operational efficiency.

Roles and Responsibilities

1. Forecasting and Planning:

o Develop and maintain accurate forecasts for call volume, handling times, and staffing

requirements.

o Collaborate with operations and client teams to understand business needs and ensure

alignment with WFM strategies.

2. Scheduling:

o Create and manage staff schedules to ensure adequate coverage and meet service level

agreements (SLAs).

o Optimize schedules to balance operational efficiency and employee satisfaction.

3. Real-Time Management:

o Monitor real-time performance and make adjustments to ensure service levels are met.

o Manage intra-day staffing adjustments and communicate changes to relevant stakeholders.

4. Reporting and Analysis:

o Generate and analyse WFM reports to provide insights and recommendations for process

improvements.

o Present findings to senior management and other stakeholders.

5. Team Leadership:

o Lead, mentor, and develop the WFM team to enhance their skills and performance.

o Foster a collaborative and positive work environment.

6. Tools and Technology:

o Utilize WFM software and tools to enhance forecasting, scheduling, and real-time management processes.

o Stay updated with the latest WFM technologies and best practices.

7. Continuous Improvement:

o Identify opportunities for process improvements and implement solutions to enhance

operational efficiency.

o Drive initiatives to improve employee engagement and retention.

Requirements

Bachelor's degree in business, Management, or a related field. Master's degree preferred.

8-12 years of experience in workforce management within a contact center or BPO

environment.

Strong knowledge of WFM tools and software (e.g., NICE, IEX, Verint).

Excellent analytical and problem-solving skills.

Proven ability to lead and develop a team.

Strong communication and interpersonal skills.

Ability to work in a fast-paced and dynamic environment.

Certification in workforce management (e.g., CWFM, CWPP) is a plus.