Summary
The WFM Manager drives CRM contact performance and WFM Process maturity through implementation and maintenance of best practice WFM across the location accounts under the supervision and alignment of the Geo Leader. They can move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Manager ensures WFM practice balances the needs of the client, business and the needs of our agents as optimally as possible, driving continual improvement and adaptation.
Description
- Set strategic direction and manages overall delivery of forecasting, scheduling, and operational metrics of the accounts within the location.
- Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements.
- Work with the onsite and offshore WFM team to provide forecasting and scheduling requirements for each account.
- Responsible for driving achievement of resource planning metrics.
- Brief management on status of WFM functions and metrics.
- Coordinates with Operations (Team Leaders, Operational Managers, DPE) and Clients ensure WFM processes and practices are in place and properly executed.
- Determine policies and procedures.
- Identify and leverage best practices,
- Ensure effective use of resources and automated systems.
- Implements productivity and revenue increase by driving efficiency and other related initiatives.
- Act as escalation point to address and resolve WFM support matters for the program.
- Manage and ensure delivery of the executions of WFM plans, ensuring the onsite and offshore team is meeting deliverables and deadlines.
- Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling).
Essential Criteria:
- 1 year minimum WFM management experience
- Ability to work North American hours - 100% night shift hours
- WFM of Solutions experience; demonstrate a clear understanding and first-hand experience of workforce management principles and processes in the following primary functional areas:
- B2 English with smooth and strong fluency
- Must be Experienced with Nike Account and familiar with WFM processes and Communication in this account particularly.
- WFM Reporting with strong MS Excel knowledge
- Advanced knowledge in Microsoft PowerPoint and Presentation Aspects.
- Proven Client communication experience
- Demonstrates knowledge and experience of WFM Applications (in particular IEX) / Call centre tools / ACD Switch.
Desirable Criteria
- Strong practical Experience of WFM Applications: NICE IEX Total view preferred, creating schedules patterns and bids against generated forecast fully in the tool.
- Knowledge of reporting tool and processes.
- Other European language desirable
- Strong understanding of Financial terms and impacts that are related to WFM
