Workforce Manager

The Workforce Management (WFM) Manager will be responsible for overseeing all aspects of workforcemanagement within our contact center/BPO. This includes forecasting, scheduling, real-time management, andreporting to ensure optimal staffing levels and operational efficiency.Roles and Responsibilities1. Forecasting and Planning:o Develop and maintain accurate forecasts for call volume, handling times, and staffingrequirements.o Collaborate with operations and client teams to understand business needs and ensurealignment with WFM strategies.2. Scheduling:o Create and manage staff schedules to ensure adequate coverage and meet service levelagreements (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 processimprovements.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 enhanceoperational 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 BPOenvironment. 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. PRB