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WFM Manager

Req #: CNX00048309
Location: Moncton, NB CA
Job Category: WFM
Manager, Workforce Management
This is a workforce role, chiefly responsible for managing all workforce and reporting activities required to support a large multi-program contact centre. Provides leadership and supervision to direct reports; ensuring consistency and quality of work effort. This position manages all activities related to long and short range forecasting and planning, agent scheduling, as well as real time intra-day functions. This position also manages activities related to reporting for both client and operations. On a continuous basis, this individual analyzes and reports on the most efficient and cost-effective staffing and scheduling strategies required to deliver cost-effective solutions according to pre-determined performance metrics. Directs reports include Workforce Real-time Team Leader and Workforce Forecasting and Scheduling & Reporting Analysts.
Specific Responsibilities:
  • Oversee workforce forecasting, scheduling, intra-day and reporting activities in collaboration    with National Command Centre
  • Maintains working relationships with key Operations and Client Services personnel for respective sites
  • Represents workforce management and reporting functions at Monthly and Quarterly Client Review Committee meetings 
  •  Analyzes reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency
  • Liaises with Operations to deliver effective staffing and scheduling strategies for business units
  • Validates inputs/outputs of workforce management tool(s) and direct reports as required to insure effective and efficient staffing/scheduling within the respective sites/business units
  • Proactively provides workforce management and scheduling analysis and recommendations for improvement, including headcount requirements, long-term planning, scheduling & bidding strategies, staffing strategies
  • Monitor and review processes, inputs and outputs for process improvement recommendations and changes
  • Conduct analysis and recommends solutions to improve the performance and efficiency within the operational business units
  • Validate forecast and staff planning against actual and budget
  • Assist the Director of Workforce Management in strategic planning and scheduling strategies for business units
  • Manage/develop performance of direct reports including coaching and performance reviews
  • Provides input for Business Units budget and validates actual forecast
  • Provide recommendations and analyses for new business opportunities
Specific Qualifications:
  • University or College course completion or equivalent experience
  • Minimum 5 years in a workforce management function in a complex Call Center environment
  • Minimum 3 years of management experience
  • Knowledge of risk analysis and use of analytical techniques
  • Knowledge of Workforce management systems and processes required
  • In depth Knowledge of all phases of Workforce Management, including Planning, Forecasting, Scheduling and Real Time Intra-day functions
  • Excellent knowledge of call center principles and call center performance metrics / reporting.
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