Group Manager - WFM
Core
Lead forecasting, planning, and resourcing for contact center campaigns while managing a team of Planners, Schedulers, and Real Time Administrators to optimize workforce utilization and reduce costs.
Role type
Senior Workforce Management Manager
Builds
Efficient workforce schedules and resource plans for multi-channel contact centers
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Workforce management principles (Erlang C), capacity planning, forecasting, scheduling, real-time management, people management, FTE and outcomes-based workforce modeling, telephony platform knowledge, WFM software proficiency, PPT/MS-Excel, risk reporting
Preferred skills
Multi-site contact center environment experience, BPO sector experience, RPM functions expertise, specific WFM tool experience (eWFM, IEX, Verint)
Technologies
Avaya, Presence, Cisco, Totalview, Blue Pumpkin, Aspect, MS Project, eWFM, IEX, Verint
Responsibilities
Create staffing schedules and monitor real-time adherence; identify call routing anomalies and system outages; compile monthly call center statistics and workforce management reports; moderate Paid Time Off and leaves; act as liaison with HR/Accounting; escalate contact center interruptions to business continuity leaders; conduct forecasting and solution presentations for clients
Seniority
Senior, hands-on IC with people management