Job Title: Manager – Workforce Management (WFM)
Job Summary:
The Workforce Management (WFM) Manager is responsible for driving operational efficiency and workforce optimization across contact center operations. This role focuses on forecasting, capacity planning, scheduling, and real-time management to ensure service level achievement and effective resource utilization. The manager leads a team of scheduling , forecasting and Real-Time Analysts (RTAs), collaborates with cross-functional teams, and leverages data insights to enhance workforce planning accuracy and operational performance.
Key Responsibilities:
Workforce Planning & Optimization
- Lead forecasting, capacity planning, and scheduling activities to ensure optimal staffing levels aligned with business requirements.
- Develop short-term and long-term workforce plans based on historical data, trends, and business projections.
- Ensure scheduling efficiency and maximize resource utilization while maintaining service level targets.
- Continuously refine forecasting models and planning assumptions to improve accuracy.
Real-Time Management & Team Leadership
- Manage and mentor a team of Real-Time Analysts (RTAs) to ensure effective intraday operations.
- Oversee real-time queue performance and make staffing adjustments based on call volume fluctuations.
- Drive adherence to schedules and ensure prompt action during service level deviations or outages.
- Establish clear goals, performance metrics, and development plans for the RTA team.
Performance Monitoring & Reporting
- Track and analyze key performance indicators (KPIs) such as service levels, shrinkage, occupancy, and adherence.
- Develop and maintain daily, weekly, and monthly performance dashboards using Excel or reporting tools.
- Provide actionable insights and recommendations to leadership based on workforce data analysis.
Process Improvement & Efficiency
- Identify gaps, inefficiencies, and opportunities within WFM processes.
- Conduct root cause analysis for variances in forecast accuracy or service delivery.
- Implement process improvements and best practices to enhance planning and execution.
- Drive continuous improvement initiatives across workforce management functions.
Stakeholder Management
- Collaborate with operations, HR, and IT teams to align workforce strategies with business objectives.
- Communicate workforce plans, performance insights, and recommendations to stakeholders.
- Act as a key point of contact for workforce-related planning and operational decisions.
Required Qualifications & Skills:
- Experience: Minimum 7+ years of experience in Workforce Management within a contact center or service operations environment.
- Core Expertise: Strong hands-on experience in forecasting, scheduling, capacity planning, and real-time management.
- Tools & Technology: Experience with WFM tools such as IEX, Avaya, Verint, or Blue Pumpkin; strong proficiency in Microsoft Excel and reporting tools.
- Leadership Skills: Proven experience managing and developing RTA or WFM teams.
- Analytical Skills: Ability to analyze large datasets, interpret trends, and make data-driven decisions.
- Communication Skills: Strong stakeholder management and cross-functional collaboration abilities.
- Attention to Detail: High level of accuracy and focus on operational excellence.
