As a Manager Workforce Management, you oversee the operational success of the Workforce Management team. You enable efficient workforce planning, execution, and continuous improvement across all WFM functions to support organizational goals. You manage the performance, drive engagement, and foster development of your team.
- Provide direction to the WFM team, ensuring alignment with company goals and client expectations
- Monitor team performance against key metrics, identify improvement opportunities, and implement corrective actions where needed
- Oversee resource planning, forecasting, scheduling, and intraday management processes to meet business needs effectively
- Manage escalations and collaborate with stakeholders to resolve complex challenges or operational issues
- Develop and implement WFM strategies, policies, and processes to drive efficiency and scalability ensuring alignment with established priorities set by senior management
- Drive innovation and continuous improvement initiatives to enhance WFM processes, tools, and best practices by focusing on the generation of actionable ideas and their execution
- Ensure consistent communication and alignment with internal departments and external stakeholders
- Oversee the performance, engagement, and professional growth of team leaders and their teams
- Actively participate in hiring, onboarding, and succession planning for the WFM function
- Foster a culture of collaboration, accountability, and excellence within the team
Functional Competencies:
- Strong understanding of Workforce Management practices, processes including forecasting, scheduling, and intraday management
- Expertise with workforce management tools (e.g., Verint, IEX) and relevant reporting tools
- Strategic thinking and the ability to translate business goals into actionable WFM plans
- Proficiency in analyzing data and using insights to inform decision-making
- Ability to manage escalations effectively
- Advanced communication and stakeholder management skills to foster collaboration across teams
- Ability to identify and solve problems, understand and recognize broader impact across the department
Qualifications:
- 5+ years of experience in a workforce management; 2+ years of progressive experience in a leadership role, with proven success in managing WFM teams
- Bachelor's degree in Business, Management, or a related field (or equivalent experience)
- B2+ oral and written English
