Job Title:
WFM Manager
Job Description:
Role and Key Responsibilities:
- Analyze staffing/scheduling plans and operational performance dashboards.
- Collaborate with RTAs, planners, schedulers, and operations to build financial dashboards and analysis.
- Prepare financial forecasts based on inputs from various sources and historical trends.
- Create and maintain financial reports for business stakeholders.
- Conduct financial review meetings with senior leadership and act as a bridge between WFM and Finance team.
- Guide planners to implement viable business changes to improve profitability.
- Drive efficiency in business operations for financial growth.
- Performs in-depth analysis and makes recommendations for key performance metrics to identify strengths, weaknesses, opportunities and threats to financial objectives.
- Monitor financial patterns and trends. Provide proactive update to management team.
- Review completed forecasts, schedules, and staffing files developed by team members to ensure completion, accuracy, and adherence to standards.
- Collaborate with Business Development, Geo/global finance, Operations, and Clients to develop new models to support staffing and volume changes.
- Lead reviews of Call Center efficiency and customer service performance to ensure client needs and performance meets set targets.
- Partner with support functions (IT) to ensure that forecasting, planning and scheduling tools are properly set up and maintained to support the Workforce Management team.
- Lead the development of forecasts, resource plans, and schedules for new programs.
- Drive cost efficiency projects.
- Handle a team of RTA, planners, schedulers, and revenue tracking analysts/supervisors.
Key skills and knowledge:
- Bachelors degree in related field with more than seven years of relevant experience with at least two years of Progressive Mgmt. Experience preferred.
- Experience with forecasting, capacity planning and scheduling software tools.
- Excellent communication skills, both written and verbal.
- Ability to effectively present information to internal and external associates.
- Advanced Microsoft Office skills.
- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
- Demonstrated ability to mentor, coach and provide direction to team members.
- Demonstrated ability to take initiative and ownership with focus on continuous improvement.
- Excellent attention to detail.
- Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
- Solid understanding of the organizations business operations and industry. Demonstrated business acumen.
- Demonstrated ability to comprehend, analyze, and interpret.
Educational qualification: Graduation
