Workforce Management Manager
Workforce Management Manager
Posted on :
22-05-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Monthly Salary
$ 92596 - 120374
Vacancy
1 Vacancy
Posted on :
22-05-2025
Job Description
Responsible for executing a comprehensive strategy to evolve our current WFM practices into a bestinclass function. You will lead a team of WFM professionals and collaborate closely with stakeholders across various departments including Operations Human Resources and Technology to implement cuttingedge solutions and optimize our workforce planning and execution. This role requires a strong understanding of WFM principles exceptional leadership skills and a passion for driving change and achieving measurable results.
Salary range: $
Position Responsibilities may include but not limited to
- Vision and Strategy Development: Help to develop and then execute on a strategic roadmap for the modernization and transformation of the WFM function aligning with overall business objectives
- Technology Implementation and Optimization: Oversee the implementation and optimization of advanced WFM technologies and tools including forecasting scheduling realtime adherence and performance management systems
- Process Improvement and Standardization: Identify and implement opportunities to streamline and standardize WFM processes ensuring efficiency accuracy and scalability
- Data Analysis and Reporting: Establish robust reporting mechanisms and utilize data analytics to identify trends measure performance and provide actionable insights to improve workforce planning and decisionmaking
- Team Leadership and Development: Lead mentor and develop a highperforming WFM team fostering a culture of continuous improvement collaboration and accountability
- Stakeholder Management: Build strong relationships and collaborate effectively with key stakeholders across the organization to understand their needs and ensure WFM strategies support their objectives
- Change Management: Drive and manage change initiatives related to WFM transformation ensuring effective communication training and adoption of new processes and technologies
- Budget Management: Develop and manage the WFM budget ensuring resources are allocated effectively to support strategic initiatives
- Compliance and Best Practices: Stay abreast of industry best practices regulatory requirements and technological advancements in workforce management
Required Skills and Experience
- Bachelors degree in Business Administration Operations Management or a related field
- 5 years progressive experience in Workforce Management with a significant portion in a leadership role preferably in a contact center or similar environment
- Proven track record of successfully leading and implementing WFM modernization and transformation initiatives
- Deep understanding of WFM principles methodologies and best practices across forecasting scheduling realtime management and performance analysis.
- Experience with Service Cloud Voice (from Salesforce) and various WFM and telephony software platforms and technologies
- Strong analytical and problemsolving skills with the ability to translate data into actionable insights
- Exceptional leadership communication and interpersonal skills with the ability to influence and collaborate effectively across all levels of the organization
- Demonstrated ability to drive change manage complexity and achieve results in a fastpaced environment
- Excellent project management skills with the ability to manage multiple priorities and deadlines
Preferred Skills and Experience
- Experience using workforce management in backoffice operations
- Certifications in Workforce Management or related areas
- Experience with AIpowered WFM solutions
Physical Requirements
- Repetitive motions that include the wrists hands and/or fingers
- Sedentary work that primarily involves sitting remaining in a stationary position for prolonged periods
- Visual perception to perform job including peripheral vision depth perception and the ability to adjust focus
Required Experience:
Manager
Employment Type
Full-Time
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
