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
Job Responsibilities:
- Set strategic direction and manages overall delivery of Capacity Planning, scheduling, and WFM related metrics of the accounts within the location.
- Stands as representative and Point of Contact for the clients they manage their business for the WFM part.
- 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 Planning 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 (Operational Managers) DPE/ Account Management and Clients to ensure WFM processes and practices are in place and properly executed.
- Educating both their Direct reports and other functions stake holders about pre-defined process and procedures by Senior leadership of WFM.
- 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
- WFM of Solutions experience; demonstrate a clear understanding and first-hand experience of workforce management principles and processes in the following primary functional areas:
- C1 English
- Must have worked in Capacity Planning role.
- Must have extensive Experience in a Work Force Management roles (Planning & Scheduling ones in particular)
- 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 (IEX, ECP and CMAP) / Call centre tools / ACD Switch.
. client facing experience
.Must be able to work US hours (Night shift starts anywhere between 2 PM and 7 PM CLT)
.Hybrid model WAH & Samco site (5th settlement city)
Desirable Criteria
- MS Office: Advanced Excel, experiences using other MS applications.
- Practical Experience of WFM Applications: ECP, CMAP and NICE IEX Total view preferred.
- Knowledge of reporting tool and processes.
- Prior experience in a management / supervisory capacity.
