Job Title:
Manager I, WFM
Job Summary: The Workforce Management (WFM) Manager is responsible for managing workforce capacity and schedules to ensure optimal staffing levels and efficient operations. This role involves analyzing workforce data, creating schedules, and coordinating with various departments to meet business needs.
Key Responsibilities:
- Develop and implement workforce management strategies to optimize staffing levels and schedules.
- Analyze workforce data and trends to forecast staffing needs and adjust schedules accordingly.
- Create and maintain detailed schedules for all shifts, ensuring compliance with labor laws and company policies.
- Coordinate with department managers to understand staffing requirements and address any staffing shortfalls.
- Monitor real-time workforce performance and make adjustments to schedules as needed.
- Prepare regular reports on workforce metrics, performance indicators, and compliance with schedules.
- Provide training and support to team members on workforce management tools and processes.
- Collaborate with HR and other departments to ensure smooth onboarding and offboarding of employees.
- Ensure adherence to company policies and labor laws in all workforce management activities.
- Identify opportunities for process improvements and implement best practices in workforce management.
Qualifications:
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 3-5 years of experience in workforce management, capacity planning, or a similar role.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Proficiency in workforce management software (e.g., NICE IEX, Verint, Erlangs).
- Excellent organizational and time management skills.
- Strong communication and interpersonal skills.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Knowledge of labor laws and regulations.
Preferred Qualifications:
- Any Degree
- Experience in a call center or customer service environment is most preferred
- Advanced knowledge of Microsoft Excel, Google tools, and other analytical tools.
