Job Title:
Call center Sr. WFM Manager
Job Description
The Sr Manager, WFM 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.
Job 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.
Essential Criteria
Call center Workforce Management (Planning, Scheduling and Real time) experience with practical expertise of representing Accounts and managing Planning & Scheduling Deliverables with client facing engagement and representation.
- Strong and proven communication experience with both local & Non-Local clients across the EMEA Region.
- Strong knowledge with WFM tools such as 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, analyze, and interpret. Ability to analyze large quantities of raw data to create strategic action plans
Location:
TUR - KAGITHANE1 - MERKEZ MAHALLESI AYAZMA CADDESI PAPIRUS PLZ. DIS KAPI NO:37, IC KAPI NO: 2 KAG
Language Requirements:
English (Required), Turkish (Required)
Time Type:
Full time
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