Sr. Manager, WFM
Core
Lead Workforce Management (WFM) operations for multiple CRM accounts, establishing procedures for staffing, scheduling, forecasting, and planning to support contact center locations.
Role type
Senior Manager, Workforce Management
Builds
Staffing schedules, capacity planning tools, and operational processes for contact centers
Domain
Contact Center Operations / Workforce Management
Required skills
Workforce Management, Capacity Planning, Volume Forecasting, Staff Scheduling, Data Analysis, Process Improvement, Team Leadership, Strategic Planning, Cost Optimization, Risk Management
Preferred skills
Operations Management, Real-time Management, Advanced Microsoft Office, Business Acumen, Mentoring
Technologies
Microsoft Office
Responsibilities
Design and implement scheduling and capacity planning for multiple contact center locations; Build and lead a Resource Planning team to handle daily, weekly, and monthly forecasting; Analyze volume drivers to identify event avoidance and contact reduction opportunities; Utilize forecasting data to support operations in terms of seat capacity and workstations; Establish and communicate performance standards across the team; Review and improve team procedures to meet client needs; Propose and implement new WFM capabilities with Executive Leadership; Define governance structure and operational guiding principles.
Seniority
Senior, hands-on IC
