Senior Manager, Workforce Management

Responsibilities

• Understanding of key business objectives, timeframes, and requirements associated with Workforce Management.
• Responsible for tracking, forecasting, analyzing real-time management and planning of assigned call volume, headcount requirements, shrinkage, attrition, and handle time goals throughout group sites.
• Reporting of daily program metrics on assigned projects.
• Making strategic recommendations to improve productivity while balancing service levels and costs.
• Ensuring that the team follows workforce procedures.
• Assisting in resolving serious customer complaints and escalated issues.
• Participating in daily and weekly meetings requiring WFM involvement.

Knowledge, Skill Set & Qualifications Required (External)

• More than 5 years Workforce Management experience with a minimum of 3 years as a Manager.
• Experience in end-to-end Workforce Management role...