WFM Manager || Teleperformance

Job Summary: The Workforce Management (WFM) Manager is responsible for overseeing and optimizing all aspects of workforce planning, scheduling, and real-time management. This role involves leading a team of WFM professionals, developing and implementing strategies to improve staffing efficiency, and ensuring that operational needs are met while maintaining high service levels. The WFM Manager works closely with senior management and other departments to align workforce management practices with organizational goals.

Key Responsibilities:

1. Team Leadership and Management:

Lead, mentor, and develop a team of WFM professionals, including planners, schedulers, and analysts.

Conduct regular performance reviews, provide feedback, and support professional development for team members.

Coordinate team activities and ensure alignment with departmental and organizational objectives.

2. Strategic Workforce Planning:

Develop and implement workforce management strategies to align staffing levels with business needs and objectives.

Oversee forecasting and planning processes to predict future staffing requirements and manage capacity effectively.

3. Scheduling and Optimization:

Ensure the creation and management of efficient employee schedules to meet operational demands and service level agreements (SLAs).

Implement and monitor scheduling practices to maximize coverage, minimize overtime, and reduce scheduling conflicts.

4. Real-Time Management:

Oversee real-time monitoring of workforce metrics and performance indicators to ensure adherence to schedules and service levels.

Address and resolve any real-time issues related to staffing, adherence, or performance.

5. Data Analysis and Reporting:

Analyze workforce data and generate reports on key performance indicators (KPIs), staffing efficiency, and operational performance.

Provide insights and recommendations to senior management based on data analysis to support strategic decision-making.

6. Process Improvement:

Identify and implement process improvements to enhance workforce management practices, increase efficiency, and reduce costs.

Stay updated on industry trends and best practices to continuously improve WFM processes and systems.

7. Collaboration and Communication:

Work closely with other departments, such as HR, operations, and IT, to ensure effective coordination and communication.

Communicate workforce management strategies, changes, and updates to relevant stakeholders and ensure clarity of expectations.

8. Compliance and Documentation:

Ensure compliance with labor laws, company policies, and industry regulations in all workforce management activities.

Maintain accurate documentation of workforce management processes, policies, and system configurations.