SUMMARY:
-
POSITION INFO:
Workforce Manager Job Description
Workforce Manager provides initiative-taking, solutions-oriented support for the Contact Center Management and Workforce Management teams and continuous improvement of workforce processes, policies, and procedures.
Workforce Manager Position Summary
The Workforce Manager is responsible for leading and optimizing workforce planning strategies to ensure operational excellence within the contact center. This role oversees workforce specialists, manages forecasting, scheduling, and real-time monitoring, and ensures key performance indicators (KPIs) are met. The Workforce Manager collaborates with Operations and other stakeholders to align workforce strategies with business goals while fostering a positive work environment.
Workforce Manager Job Responsibilities KPI’S
- Develop and maintain long- and short-term forecasting and staffing
models for both front and back-office operations. · - / + 10% Forecast Accuracy
- Ensure forecast accuracy remains within an acceptable range (e.g., ±10%). · 98% Quality of Deliverables
- Oversee capacity planning, ensuring service levels, adherence, and
occupancy targets are achieved. · 95% Schedule Efficiency
- Utilize workforce management (WFM) technology and processes to
determine staffing requirements and create optimized schedules. · Net Promoter Score (NPS) from WFM Process
- Lead the daily activities of the Command Center to ensure work is
completed on schedule with high quality. · 95% Compliance with Manager’s Deliverables
- Monitor real-time agent behaviors, efficiency, and availability, and
provide insights to optimize staffing and adherence. · Ensure compliance with SLA and required hours per account.
- Collaborate with Operations to develop and execute real-time management
strategies, including trigger-based adjustments for queues and staffing.
- Conduct data analysis to identify opportunities for improving service
levels, cost efficiency, and employee satisfaction.
- Develop and present performance management reports with actionable
insights for stakeholders.
- Drive process improvement initiatives to enhance workforce operations,
policies, and procedures. Sensitive KPI’s (Failure to meet one of these KPIs will be subject to immediate termination)
- Provide leadership and motivation to the WFM team, ensuring continuous
development and knowledge transfer.
- Implement succession planning and training programs to strengthen
workforce management expertise.
- Conduct regular meetings with stakeholders to communicate production
activities, staffing capacity, and performance trends.
- Ensure compliance with company policies and industry best practices.
- Maintain and update workforce management documentation, including
standard operating procedures.
- Generate and present reports detailing workforce performance metrics,
adherence, and capacity planning.
- And any other assignments required.
Qualifications and Requirements for Workforce Manager
- A minimum of five years of experience in a contact center environment, including at least three years of workforce management (WFM) experience.
- A high school diploma is required; a bachelor's degree is preferred. An emphasis in mathematics, statistics, or analytical disciplines is a plus.
- Demonstrated proficiency in basic computer skills, including Microsoft Excel.
- Proficiency in WFM tools is desired (experience with tools used in this center is a plus).
- Strong analytical and problem-solving skills, with the ability to interpret complex data.
- Excellent leadership, communication, and stakeholder management abilities.
- Experience in forecasting, scheduling, real-time adherence, and capacity planning.
- Ability to work in a fast-paced environment with shifting priorities.
