Group Manager - WFM
Core
Manage the Planning team and all facets of short-term to medium-term planning including forecasting, scheduling, and operational activities to adjust resources and meet business objectives.
Role type
Senior Workforce Management (WFM) Manager
Builds
Optimized staffing schedules and resource allocation for multi-site contact centers
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Workforce Management (WFM) processes, capacity planning, forecasting, scheduling, real-time management, talent management, incident management, intraday capacity planning, data analysis, financial management, risk management
Preferred skills
Multi-site contact center environment experience, BPO sector experience, Workforce Management software proficiency (eWFM, IEX, Verint)
Technologies
eWFM, IEX, Verint
Responsibilities
Manage the Planning team, conduct agent and skill trend analysis, handle incident management, provide WFM recommendations, manage back fill and attrition trends, engage with operations, and manage client relationships
Seniority
Senior, hands-on IC with leadership responsibilities