Assistant Workforce Management Manager

he Workforce Management (WFM) Manager for the Voice Process is responsible for overseeing and optimizing the workforce planning and scheduling activities to ensure efficient and effective operations. This role involves managing the forecasting, scheduling, and real-time monitoring of call center activities to meet service level agreements and operational goals.

Key Responsibilities:

1. Forecasting and Planning:

• Develop accurate forecasts for call volumes, handling times, and staffing requirements.
• Analyze historical data and trends to predict future workforce needs.
• Collaborate with operations and other departments to align workforce plans with business objectives.

2. Scheduling:

• Create and manage staff schedules to ensure optimal coverage and adherence to service levels.
• Implement flexible scheduling strategies to accommodate peak times and special events.
• Monitor adherence to schedules and make adjustments as necessary.

3. Real-Time Management:

• Oversee real-time monitoring of call center activities to ensure efficient operations.
• Respond to unexpected changes in call volume and staffing needs.
• Coordinate with team leaders and supervisors to address any immediate workforce issues.

4. Reporting and Analysis:

• Generate and analyze reports on key performance indicators (KPIs) related to workforce management.
• Provide insights and recommendations to improve operational efficiency and effectiveness.
• Present findings to senior management and stakeholders.

5. Team Leadership:

• Lead and mentor the WFM team, providing guidance and support for professional development.
• Foster a collaborative and positive work environment.
• Ensure team members are trained on WFM tools and best practices.

6. Continuous Improvement:

• Identify opportunities for process improvements and implement solutions.
• Stay updated on industry trends and advancements in workforce management technology.
• Drive initiatives to enhance customer satisfaction and operational performance.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or related field.
• Proven experience in workforce management within a call center environment.
• Strong analytical skills and proficiency in WFM software and tools.
• Excellent communication and leadership skills.
• Ability to work under pressure and adapt to changing priorities.

Preferred Skills:

• Experience with [specific WFM software, e.g., NICE, Verint].
• Knowledge of call center operations and metrics.
• Certification in workforce management or related field.