Workforce Manager
hace 3 semanas
Join to apply for the Workforce Manager (BOG) role at Linuo Group
Position Summary
We are seeking a Workforce Manager to optimize staffing, scheduling, and resource allocation. This role is crucial for meeting business and service level objectives by accurately forecasting workload, developing efficient agent schedules, and monitoring real-time performance.
Key Responsibilities
- Forecasting and Planning: Analyze historical data and future trends to accurately forecast contact volumes and determine precise staffing needs; strategically plan optimal staffing levels and shift arrangements to achieve service‑level goals and efficiently manage costs.
- Scheduling and Adherence Management: Develop and manage comprehensive agent schedules, ensuring sufficient coverage; process time‑off requests and manage shift assignments; utilize WFM software for real‑time adherence monitoring, dynamic staffing adjustments, and overall agent productivity improvement.
- Performance Monitoring and Optimization: Implement and leverage workforce optimization tools to streamline processes; continuously monitor real‑time agent performance and operational efficiency; generate insightful reports and provide analytical support to identify KPIs and pinpoint areas for improvement.
- Strategic Collaboration and Continuous Improvement: Collaborate effectively with senior management and customer service teams to align workforce planning with overarching business objectives and budgetary constraints; drive continuous improvement initiatives focused on enhancing productivity, elevating service quality, and achieving greater cost efficiency; lead the WFM team while fostering a high‑performance culture.
Key Skills
- Advanced, near‑native English proficiency
- Bachelor’s degree in Business Administration, Statistics, or related fields
- 5+ years of experience in similar roles within the BPO industry
- 3+ years of leadership experience
- Strong analytical and data analysis skills
- Proficiency with WFM software and tools
- Effective forecasting and scheduling abilities
- Excellent communication and leadership skills
- Understanding of BPO metrics (e.g., service level, occupancy)
Seniority Level
Not Applicable
Employment Type
Full‑time
Job Function
Project Management and Information Technology
Industries
Industrial Machinery Manufacturing
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Bogota, D.C., Capital District, Colombia
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