Manager, Workforce Management

Responsibilities

• Understanding of key business objectives, timeframes, and requirements associated with Workforce Management
• Responsible for tracking, forecasting analyzing real time management and planning of assigned call volume, headcount requirements, shrinkage, attrition and handle time goals throughout the group sites
• Reporting of Daily program metrics on assigned projects
• Makes strategic recommendations to improve productivity while balancing service levels and costs
• Ensures that the team follows workforce procedures
• Assist in resolving serious customer complaints and escalated issues
• Participates in daily and weekly meetings that requires WFM involvement

Knowledge, Skill Set & Qualifications Required (External)

• At least 3-5 years experience in managing workforce operations with client/and or senior management interaction
• Experience managing back office in ...