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
