Manager I, WFM
Core
Manage Work Force Management (WFM) operations including forecasting, capacity planning, scheduling, and real-time monitoring to drive efficiency and profitability for contact center accounts.
Role type
Manager I, WFM
Builds
Staff schedules, financial forecasts, operational performance dashboards, and financial reports.
Domain
Business Services / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Contact Centre methodologies, Capacity planning, Forecasting, Scheduling, Real-time management, Team management, Financial analysis, Data analysis, Excel proficiency, SQL queries, Contact centre Billing management
Preferred skills
Multi-site contact centre environment experience, Managing Capacity Planner and Scheduling teams, Leadership and team development
Technologies
Excel, SQL, Windows-based programs (Word, PowerPoint, Access)
Responsibilities
Analyze staffing/scheduling plans and operational performance dashboards; Prepare financial forecasts based on historical trends; Create and maintain financial reports for stakeholders; Conduct financial review meetings with senior leadership; Guide planners to implement viable business changes to improve profitability; Perform in-depth analysis of key performance metrics.
Seniority
Manager I, 8+ years experience
