Workforce Manager
Workforce Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job description
About The Role
We looking for an innovative and experienced Manager of Workforce Management (WFM). Reporting to the Sr Director of WFM this is an important leadership role responsible for leading the strategic planning implementation and of all workforce management functions for a 350person support operation that includes inhouse teams across three geographies for follow the sun support. This role ensures the organization meets service level agreements (SLAs) operates efficiently and achieves strategic and operational goals with a focus on delivering an outstanding customer experience.
Day To Day
- Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels (tickets back office support with multiple SLA requirements).
- Oversee capacity planning to align staffing needs with business objectives and customer demand partnering effectively with business leaders and finance to ensure accurate forecasting and budgeting.
- Lead a WFM team of 45 people covering forecasting scheduling and real time management.
- Partner closely with other leaders to ensure alignment between operations processes and procedures and workforce management objectives.
- Leverage data analytics and workforce tools to enhance reporting drive operational improvements and increase efficiency.
- Collaborate with other stakeholders to identify opportunities to innovate and improve support delivery with the latest customer support technologies.
- Develop and manage key performance indicators (KPIs) related to workforce management including forecasting accuracy occupancy shrinkage and adherence.
- Present reports and insights to senior leadership providing recommendations for improving contact center efficiency and customer experience.
Qualifications :
Qualifications
- 4 years of experience in workforce management within a contact center environment with at least 2 years in a leadership role and 1 year minimum working with back office contact types.
- Expertise in WFM software (e.g. Verint NICE Aspect or similar) and telephony systems (e.g. CXOne Genesys or similar)
- Strong analytical skills with experience in forecasting capacity planning scheduling and realtime management.
- Proven ability to collaborate with operations leaders to drive innovation process optimization and improved customer experience.
- Excellent leadership coaching and team development abilities
- Ability to work in a fastpaced dynamic environment and drive continuous improvement.
Additional Information :
Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward & recognition volunteering... the list goes on. Experians people first approach is awardwinning; Worlds Best Workplaces 2024 (Fortune Top 25 Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
