Summary
The WFM Manager / Planning & Scheduling is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and performance metrics.
Description
Responsibilities:
- Review completed Capacity Plans, and Schedules developed by team members to ensure completion, accuracy, and adherence to standards
- Manage 2 to 3 WFM Account Managers
- Act as Sn Account Manager for key accounts
- Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs
- Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes
- Lead reviews of Call Centre efficiency and customer service performance to ensure client needs and company financial performance are met
- Partner with support functions to ensure that planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
- Lead the development of forecasts, resource plans, and schedules for new programs
- Design and Implement continuous improvement/high impact projects.
Candidate Profile:
- 12 months of experience as WFM Account Manager with practical expertise of representing Accounts and managing Planning & Scheduling Deliverables with client facing engagement and representation.
- Fluent English level
- Strong and proven communication experience with both local & Non-Local clients across the EMEA Region.
- Strong knowledge with WFM primary tools (IEX/Teleopti/CMS/Genesys)
- Excellent communication skills, both written and verbal.
- Ability to effectively present information to internal and external associates
- Advanced Microsoft Office skills
- Practical experience of Direct People Management
- Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
- Demonstrated ability to mentor, coach and provide direction to a team of employees
- Demonstrated ability to take initiative and ownership with focus on continuous improvement
- Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
- Solid understanding of the organization's business operations and industry. Demonstrated business acumen
- Demonstrated ability to comprehend, analyse, and interpret. Ability to analyse large quantities of raw data to create strategic action plans
