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Job Title:
WFM Manager IJob 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 deLanguage Requirements:
EnglishTime Type:
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