Workforce Manager

PRIMARY FUNCTION

As a manager, you will be responsible for managing programme staffing to meet daily, weekly, and interval staffing requirements. The person is also responsible for achieving compliance to WFM operating procedures, oversight of WFM real-time and scheduling responsibilities and other workforce-related management tasks. You will closely coordinate with various business stakeholders; Liaise with Clients & internal stakeholders to drive and deliver information in a concise manner. You have to identify areas of opportunity and implement innovative real-time solutions to maximize efficiency and implement and perform audits to ensure accuracy in all processes and deliverables.

RESPONSIBILITIES

• Manage end to end Capacity Planning & Seat Management across campaigns
• Create or build staffing capacity plans based on contact forecast
• Analyze contact patterns understanding daily, weekly, monthly & annual patterns.
• Create ...