As a Sr. WFM Manager you will be accountable for Capacity Planning, staff Planning , Scheduling, RTM, Financial Planning, Client Engagement and Stakeholder management
You will ensure the accuracy of billing processes and procedures for all clients within the site.
You will also identify and report on account profitability opportunities and recommend strategies to improve campaign processes.
You will also be held accountable for schedule adherence, service level, absenteeism, and other key service and efficiency metrics.
Moreover, you will forecast and prepare for voice and non-voice volume and monitor seat occupancy, average handle time and other factors to measure campaign performance.
You will also work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns.
You will also manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations.
Moreover, you are expected to achieve 100% accuracy and speed of delivery requirements. You shall implement scheduling strategies and initiatives to enable the business to achieve its objectives.
