Manager Workforce Management

About the Company

We are a leading organization in the call center industry, dedicated to providing exceptional service and innovative solutions. Our mission is to enhance customer experiences through effective communication and advanced technology. We foster a culture of inclusivity, collaboration, and continuous improvement.

About the Role

The role involves managing workforce management (WFM) operations within our call center, ensuring optimal staffing and resource allocation to meet service level agreements and enhance operational efficiency.

Responsibilities

• Strong fundamental knowledge of Call Center Operations & Calculations
• Strong skills in MS Office (especially in Excel – Calculations and Formulas, Pivot Tables, Graphs and Macros)
• Coding and Automation
• Knowledge of other tools like MS Access, Cognos, Tableue and other MIS tools preferred
• Minimum 5 year experience in WFM role working on WFM tools like IEX, Aspect eWFM, Blue Pumpkin and other WFM Tools
• Experience on ACD switches like Avaya CMS, Symposium, Verint, NGUCC
• Excellent English communication skills (both written and oral) and stakeholder management at multiple levels
• Exposure to multi-channel and multi skill inbound/outbound/Email and Chat campaigns
• Knowledge of contact center methodologies, process requirements and capabilities
• Proficient in forecasting principles

Qualifications

Preferably a graduate of any technical field courses (Statistics, Economics, Math, and Computer Science, Engineering, etc.) or minimum 5 years experience in the call center industry holding the same role.

Required Skills

• Language: Oral and written proficiency in English
• Computer: Knowledge in MS Office and generating reports
• Technical: Understanding of computer hardware and software
• Certifications or Others: Leadership training
• Special competence required: Leadership skills, problem solving ability, analytical ability, integrity, team management expertise, staff and performance management, experience in recruiting staff, ability to develop staff and implement developmental action plans.

Preferred Skills

Experience with advanced analytics and reporting tools, as well as familiarity with industry best practices in workforce management.

Pay range and compensation package

Competitive salary based on experience and qualifications.

Equal Opportunity Statement

We are an equal opportunity employer and are committed to fostering a diverse and inclusive workplace. We encourage applications from individuals of all backgrounds and experiences.