Responsible for all aspects of Workforce Management
Manage, motivate, coach and support Workforce Management supervisors and their teams
Act as a point of escalation for all matters involving WFM
Act as a point of contact for clients, client Services and Operations Management for all matters involving WFM
Ensure programs are right staffed, efficiently scheduled and that service levels are met while maintaining profitability
Skills and Competencies
High level of attention to detail
Expertise in all areas of contact center management analytics
Project Management skills
Good analytical skills
Ability to communicate effectively to all levels of management, both written and verbal
Strong proactive decision making and problem solving skills
Ability to read trends and project those trends onto future forecasts
Ability to resolve differences with win-win solutions
High degree of empathy for fellow workers
Exceptional people management skills
Ability to adapt processes and coach employees to maintain the company's culture and core values
Relationships
The position will report to the WFM Director
The position will require frequent communication with Operations Management, client representatives, other WFM staff and Client Services
The position will require regular communication and meetings with WFM Planning Supervisors, Client Services, Recruitment, Training, Operations and clients
The position will manage WFM Planning Supervisor and WFM Real Time Supervisor
