A SNAPSHOT OF YOUR ROLE

As Senior Workforce Manager, you are responsible for:

Managing and directing the daily activities of Workforce for the global account program including WFM teams working remotely or at multiple site locations, globally
Leading, planning, and managing functions concerned to call/contact center environment
Leading, coaching, mentoring, training, disciplining, and reviewing WFM managers, supervisors, and analysts
Acting as an information source and answer questions relative to contact center workforce management, contact center operations efficiency, and assigning tasks, following up and giving instructions as needed
Ensuring that the team members receive the appropriate support and training to apply the best skills and knowledge on the job
Ensuring that performance measurement, monitoring, and evaluations of all supervisors and analysts are managed successfully to improve efficiency
Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the supervisors and analysts can use all lists as required
Creating, and updating critical workforce-related databases, reports, and systems, and organizing activities related to maintenance and repair of equipment
Preparing and directing the development and communication of all workforce schedules for all training and production teams in all account operating locations, globally
Developing and leading Operations Planning support functions for the account program, including management of client forecasts, capacity planning, staffing planning and schedules delivery and resource planning activities as required
Monitoring seat capacity and utilization of resources, and planning for surge and scaling up workforce
Facilitating client-facing resource planning, capacity planning meetings supporting client services requirements
Leading WFM Real Time Operations management of workforce teams including monitoring attendance of Agents and analysts, schedule compliance and adherence to schedule breaks and shifts as necessary and provide reporting
Communicating solutions, successes, and opportunities to members of the WFM team, Client Services and Operations Directors, the VP of Operations and client partner management
Practicing and ensuring compliance with all Acquire, country location and account organization's policies and procedures
Performing other duties as assigned

A BIT ABOUT YOU

A college graduate, preferably of a technical course
At least three (3) years of Workforce Management experience in contact center operations
At least two (2) years of management experience managing a dynamic team
Ability to lead, support, train and develop staff
Must be a critical thinker who can contribute to challenging assignments in a business-critical environment
Strong quantitative and analytical skills with the ability to apply these efficiently to plan and prioritize work
Good decision-making skills and maintain calmness under high pressure and tight timelines
Extensive familiarity with call center software applications including intermediate to advanced skills using MS Excel and WFM systems
Knowledge and experience with Avaya, Cisco, CMS, eWFM, Verint, IEX, NICE and Tableau, are a plus
Very good verbal and written communication and comprehension skills
Ability to maintain confidentiality and effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds