Workforce Management Service Delivery Manager (WFM SDM)
Role Objective
The WFM SDM is the architect of operational efficiency. You will oversee the end-to-end WFM lifecycle—Forecasting, Scheduling, and Real-Time Management—ensuring that staffing levels align perfectly with fluctuating Ads ticket volumes and chat demands to meet service level agreements (SLAs).
Key Responsibilities
- Strategic Planning: Own the long-range headcount planning and budget forecasting for multi-site or omni-channel environments.
- Performance Governance: Drive the delivery of key metrics including Service Level (SL), Abandonment Rate, Occupancy, and Shrinkage.
- Stakeholder Management: Act as the primary bridge between Operations, Finance, and the Client to justify staffing requirements and ROI.
- Tool Optimization: Oversee the implementation and maintenance of WFM software (e.g., Aspect, Verint, or NICE) and ensure data integrity.
Qualifications
- Experience: 12+ years in WFM, with at least 3 years in a leadership/SDM capacity.
- Technical Skills: Mastery of Erlang-C calculations and advanced statistical forecasting.
- Soft Skills: Exceptional negotiation skills and the ability to tell the story'Behind the data.
