WFM Manager I

Job Title:

WFM Manager I

Job Description

The Mgr Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a single-site/skill environment. This position is responsible for the execution of workforce strategy.

• Manage WFM personnel.

• Administration of setup and utilization of Community WFM software and ACD reporting.

• Administration of communication to and from Operations and other support departments.

• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.    

• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes.

• Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Convergys financial performance are met. 

• Partner with support functions (IT) to ensure that forecasting, 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.

• Collection and analysis and reporting of historical center performance statistics.

• Collection and analysis and reporting of historical agent performance statistics.

• Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting.

• Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources.

• Work with training and operations to coordinate multi-skill training for existing agents.

• Communication to new hires on schedule process.

• Proactive scheduling of discretionary activities such as training, meetings, overtime and under time.

• Intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements.

• Responsible for maximizing efficiency and occupancy while meeting service objectives.

• Analysis and reporting of employee performance including schedule adherence.

• Recognize and recommend operational and support improvements.

• Perform other duties and assignments as directed

Location:

COL Bogota - Oficinas y terrazas de

Language Requirements:

English

Time Type:

Full time

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