Found Description
UnifyCX is growing and looking for a Workforce Manager to join our motivated and ambitious team in Barranquilla.
What Will You Do?
Stakeholder Management
- Capacity Planning: Partnering with leadership to review long-term staffing forecasts and budget constraints.
- Hiring & Training Alignment: Telling the recruitment and training teams exactly who to hire and when they need to be on the floor based on upcoming data trends.
- Performance Consultation: Meeting with team directors to call out operational bottlenecks, high burnout risks, or scheduling inefficiencies.
Client Management
- SLA (Service Level Agreement) Compliance: Ensuring the staff scheduled can meet the speed, quality, and volume metrics promised to the client.
- Data-Driven Pushback: Using historical data to manage client expectations. For example, if a client expects 100% coverage during an unexpected spike, the WFM provid...