Workforce Manager
hace 3 semanas
The Workforce Manager will play a crucial role in ensuring efficient call center operations by overseeing scheduling, forecasting, real-time management, and analytics through a dedicated team. The ideal candidate will have excellent analytical skills, strong communication abilities, team development experience, and the flexibility to thrive in a dynamic startup environment.
Key Responsibilities
- Develop and implement workforce management strategies, including creating forecasts, scheduling, and real-time adherence. Assist in negotiating required headcounts based on forecasted data and business needs.
- Oversee the monitoring of real-time call volumes, staffing levels, and agent adherence, ensuring timely adjustments to meet service-level goals through direct supervision and guidance of Real-Time Analysts (RTAs).
- Develop and mentor team members, providing ongoing coaching and professional growth opportunities.
- Own and manage the invoicing process, ensuring accuracy, timeliness, and effective communication with internal stakeholders and clients.
- Lead and oversee the payroll reporting process, ensuring accuracy, compliance, and timely submission in coordination with HR and Finance teams.
- Analyze historical call data to accurately forecast staffing requirements, predict trends, and proactively manage potential impacts.
- Create, publish, and maintain accurate agent schedules, incorporating training, meetings, breaks, vacations, and absences.
- Lead the creation and maintenance of operational and financial dashboards and metrics reports, providing clear and insightful analytics to support business decisions.
- Provide timely and detailed reporting on workforce performance metrics, including adherence, occupancy, service levels, and productivity.
- Collaborate closely with Operations Managers, Supervisors, and HR to align workforce planning with business objectives.
- Utilize workforce management tools to ensure effective resource utilization and maximum operational efficiency.
- Continuously improve workforce management processes through regular evaluation and feedback.
Qualifications
- Minimum of 3-5 years of Workforce Management experience in a call center environment.
- Advanced proficiency in workforce management software; experience with AWS is highly desirable.
- Exceptional written and verbal communication skills (minimum B2+ to C1 English proficiency required).
- Demonstrated capability in mentoring, developing, and leading small teams.
- Proven expertise in forecasting, scheduling, invoicing, payroll reporting, dashboard creation, and real-time operations management.
- Strong analytical, problem-solving, and organizational skills.
- Capacity to multitask and rapidly adapt in a fast-paced startup environment.
- Bachelor's degree in Business Administration, Operations Management, or a related discipline preferred, though not mandatory.
Reporting Structure:
Reports to: Director of Operations
Supervises: RTA and WFM Analyst
Metrics for Success:
- Achievement and maintenance of targeted service-level agreements (SLAs)
- Accuracy of forecasts compared to actual staffing needs (forecasting variance)
- Improvement and consistency in agent adherence and occupancy rates
- Timeliness and accuracy of payroll and invoicing processes
- Quality and clarity of operational and financial dashboards and reports
- Employee engagement and satisfaction within the workforce management team
- Effective headcount utilization aligned with business growth objectives
Mid-Senior level
Employment typeFull-time
Job functionProject Management and Information Technology
IndustriesBusiness Consulting and Services
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