Group Manager â Workforce Management (WFM)
Group Manager â Workforce Management (WFM)
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Salary Not Disclosed
1 Vacancy
Job Description
Job Summary:
We are looking for a strategic and analytical Group Manager WFM to lead workforce planning forecasting and scheduling in a dynamic contact center environment. This role requires strong leadership data-driven decision-making and cross-functional collaboration to ensure optimal staffing and service delivery.
Key Responsibilities:
1. Strategic Planning & Forecasting
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Develop long-term workforce plans aligned with business goals.
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Forecast contact volumes and staffing needs to meet SLAs.
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Work with senior leaders to align workforce strategies with operations.
2. Scheduling & Real-Time Management
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Oversee accurate forecasting for all contact channels (phone chat email social).
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Ensure optimal agent schedules and handle real-time adjustments.
3. Leadership & Development
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Lead coach and mentor the WFM team.
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Set goals conduct reviews and ensure continuous training.
4. Performance Monitoring & Reporting
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Track KPIs (e.g. service levels adherence occupancy).
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Provide insights and recommend actions to improve performance.
5. Cross-Department Collaboration
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Serve as liaison with HR IT Ops and other teams.
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Join cross-functional initiatives and client-facing meetings to present WFM insights.
6. Continuous Improvement
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Drive innovations to improve scheduling forecasting and agent utilization.
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Incorporate feedback and foster a culture of learning and improvement.
Qualifications:
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Bachelors degree in a relevant field from a four-year college or university.
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At least 7 years of experience in a call center or WFM function with 2 years in a leadership/management capacity.
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Proven experience with:
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Data analysis and interpretation
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Multi-source data integration
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Customer satisfaction and process improvement initiatives
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Skilled in:
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Staff development coaching and mentoring
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Creating and communicating analytics and business insights
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Developing performance plans and delivering feedback
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Strong problem-solving presentation and stakeholder management skills.
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Excellent knowledge of WFM tools contact center operations and analytics/reporting best practices.
Employment Type
Full-time
