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Manager Work Force Management WFM

hace 2 semanas

Medellín, Antioquia, Colombia KEUKENEXPO A tiempo completo

We are a multinational company that works in the telecommunications sector or BPO focused on customer service currently in constant growth in Colombia. We want you to be part of this great team.

WFM - Manager
Location:
Colombia - Medellín.

Contract:
Full-time, indefinite term.

Salary Range:
7´ COP.

Purpose of the Role
The Workforce Manager will be responsible on overall delivery of workforce management team and ensures that business goals are met while meeting company profitability. Manages manpower plan and capacity based on forecasts or client requirements, consequently coordinating the established hiring requirements to Recruitment and Training Teams. Ensures all workforce staffs are fully aware of program metrics and performance expectations. Recommends workforce efficiencies and operational improvements to management.

Key Responsibilities

  • Ensures workforce management process and procedures are in place and followed.
  • Provides direction and guidance to the workforce management team to ensure accurate and timely delivery of information.
  • Generates billing inputs.
  • Oversees intraday activities to ensure operational and client goals are met.
  • Compile and interpret statistical information solutions to program performance issues with the Operations Management Team.
  • Review scheduling needs on weekly basis to ensure adequate staffing and coverage.
  • Analyzes and evaluates past volume and staffing patterns to optimize operational efficiency, deliver quality service and cost effectiveness.
  • Efficiently manage and strategize use of internal and external resources to maximize business performance.
  • Prepares daily/weekly/monthly reports and distributes to the Management Team.
  • Delivers regular and ad-hoc reports on time as requested by the internal and external clients.
  • Identifies and recommends solutions for operational and service problems based on historical analysis and future projections.
  • Provides visibility to operational performance of agents, teams and LOBs through the generation and analysis of data as requested and needed.
  • Recommends new or modified reporting procedures to further enhance reporting content and completeness of information.
  • Analyzes and evaluates contents of pertinent business reports in order to create and modify formats, usage, and processes.
  • Coordinates staffing commitment and delivery to client.
  • Interface with Operations Manager or Senior Operations Manager as needed for escalation of service impacting issues.
  • Coordinates with Operations Managers to interface account management issues.
  • Participate in the analysis, evaluation, and implementation of current and proposed systems and tools used for planning, scheduling, forecasting and real-time monitoring.
  • Manages the staff schedules and responsibilities of workforce management team.
  • Establishes performance objectives for direct report(s).
  • Conducts performance management system (PMS) review for direct report(s) in accordance with company standards.
  • Manages team member performance by coaching members, creating and maintaining development plans and encouraging individual employee participation in decision-making through data utilization and analysis.
  • Provides effective communication and feedback to direct report(s).
  • Prepares and presents both written and verbal communication to clients and colleagues.
  • Communicates company policies and procedures.
  • Demonstrates sound judgment and fairness when administering policies and procedures.
  • Assists with special projects and other duties as assigned.

Requirements

  • Service Levels
  • Staffing Attainment
  • Program Profitability and Agent Billability
  • Delivered Productive Hours
  • Department Budget
  • Department Table F
  • Attrition
  • Attendance and Reliability
  • English level: B2 - C1

Abilities, Knowledge And Skills

  • Minimum acceptable proficiency for this job:
  • bachelor's degree in Statistics, Mathematics, Business Management or a related field preferred.
  • Minimum of 3-5 years' experience in workforce, data management and call center operations.
  • Understands basic concepts on routing and traffic management.
  • Solid knowledge on manual forecasting and scheduling.
  • Preferably Assistant Manager or Manager in the same field.
  • Ability to gather and understand relevant data for analyses and reporting of business metrics.
  • Demonstrate excellent organizational, people, communication and presentation skills.
  • Ability to define problems, establish facts, use good judgment and logical reasoning.
  • Must be self-motivated with ability to work independently and take initiative.
  • Proficient in MS Excel, MS Access is an advantage.
  • Proficient in Aspect eWFM & RTA tools, AVAYA CMS or any WFM tool.
  • Keen to detail.
  • Result Oriented.

Work Model

  • Work From Office (WFO) 100% on site.