Workforce Manager
Workforce Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Requirements & Qualifications:
8 years of Workforce Management experience specific to Forecasting Scheduling and Intraday Management
5 years of experience managing Workforce Management teams
People management/coaching experience and influencing experience. A proven track record of managing teams
Experience with multiple Workforce Management systems (e.g. Aspect eWFM NICE IEX/NICE WFM WFM Pro Verint etc. and theoretical knowledge of how the software works
Experience with Workforce Management implementations including team building process creation and technology implementation
Experience with Workforce Management support for back office
Knowledge of Workforce Performance Analytics
Project/program management process development influencing and/or consulting experience
Leadership background and experience mentoring and coaching both your team and the organization
Communication partnership and experience with educating Stakeholders on the nuances of WFM support
Experience with contact center functionality reporting and analytics (e.g. IVR ACD WFM etc.
Duties & Responsibilities:
Manage a highperforming centralized WFM Organization
Partner with Eventus Operations and Client(s) regarding resource planning workload forecasting agent scheduling intraday management performance analytics adhoc strategic initiatives and goal setting
Understand and manage scope to ensure all deliverable and expectations are being met with the support roles managing
Provide regular status updates and professional communications to Eventus Operations leadership as well as client stakeholders as required
Enable the governance and change management structure for SOPs and WFM platform utilization
Oversee and perform people management duties which include but are not limited to performance reviews coaching mentoring disciplinary actions etc.
Ensure bestinclass standard operating procedures (SOPs) related to workforce management and resource planning are developed maintained and followed throughout the support team and available to Eventus and client
Maintain efficient QA processes to ensure the accuracy and quality of data & deliverables
Solid analytical and reasoning abilities including high level of strategic thinking and ability to articulate strategy through the analysis of data and presentation to all levels of the business.
Expert in translating metrics and reporting concepts to all levels of the organization.
Prepare monthly and quarterly business reviews for stakeholders by collecting analyzing and summarizing data to enable continuous improvement
Perform other duties as assigned
Employment Type
Full Time
