As a Senior Workforce Manager, you will be leading a team of WFM Managers and planners to achieve the WFM deliverables for our customers. Making sure the accuracy of processes and procedures for projecting billing hours for all clients within the site. You will also identify and report on account profitability opportunities and recommend strategies to improve campaign processes. You will be held accountable for schedule adherence, service level, absenteeism, and other key service and efficiency metrics. Moreover, you will forecast and prepare for voice and non-voice volume and monitor seat occupancy, average handle time and other factors to measure campaign performance. You will also
work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. You will also manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations.
Moreover, you are expected to achieve 100% accuracy and speed of delivery requirements. You shall implement scheduling strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to the WFM team. You will also establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals. What else? Well, you need to understand the key business objectives, timeframes, and requirements associated with each workforce management goal. Along with this, you will report daily center metrics on all projects, teams
and associates performance to business partners. You will also manage day-to-day Workforce Operations.
What else? Well, you are responsible for keeping the forecasts updated considering variables that are not controllable. You will also ensure that workforce procedures are followed by the team. You will deliver timely and efficient solutions to all workforce related requests. You will actively manage the staff, support, motivate, and retain an outstanding Workforce Management team. You are responsible for coaching, mentoring, training, evaluating, and developing a team of workforce analysts and planners. You will help the team to set realistic and measurable staffing and scheduling goals, and develop appropriate reward systems as needed. You will monitor progress towards goals to ensure client expectations and requirements are met. You will escalate system level issues to the appropriate systems or 3rd party vendors. You will ensure compliance with the company’s processes and tools, system changes.