Sr Mgr WFM (PHL)

Position Title:

Sr Mgr WFM (PHL)

Shift:

7:00 PM to 4:00AM (Philippines)

Job Description:

Manages Real Time Analysts and Scheduling and Forecasting Analysts. Primary duties may include, but are not limited to: Monitors forecasting effectiveness and accuracy at all levels. Partners with stakeholders to ensure workforce budgets are in place to meet forecasted customer needs and contractual commitments. Conducts operational review meetings to review forecast and performance variance; provides proactive analysis, presentations, and strategic recommendations for driving business improvements. Implements and maintains workforce management platform. Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement. Coordinates all reporting related to workforce management. Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support. Organizes project tasks, structures information collection activities and sets time lines for completion of required tasks. Sponsors integrated workforce support, driving standardization of processes, scale and efficiency in the workforce management. Creates criteria for WFM evaluation systems, evaluate effectiveness of existing and proposed workforce management activities. Ensures that effective technology solutions are utilized consistently. Serves as the resident expert on workforce management software package. Participates in long range planning and the formulation of goals. Oversees technology and process improvements to ensure the highest level possible customer satisfaction and cost effectiveness. Collaborates with Information Systems staff to design, implement and maintain customer communications systems. Develops presentations around project recommendations and implementation and presents them to senior management. Completes special projects as needed. Hires, trains, coaches, counsels, and evaluates performance of direct reports. Requires a BS/BA degree in business, statistics or a related field; at least 2 years in a multi-skilled call center environment; 7-10 years of operations management experience including forecasting, scheduling and real-time operations management; at least 2 years of experience using Workforce Management Software; or any combination of education and experience, which would provide an equivalent background.