WFM Manager Job at Helpware (Cebu)

Job Description

Manager, Workforce Management serves as a business leader who will be responsible for building, managing and owning workforce management strategy, process, and execution across the contact center universe. Fully responsible for achieving regulatory service level requirements through maximized utilization of resources. Ongoing responsibilities will also focus on long-term operations, capacity planning, processes, and tool development to optimize our staffing strategy.

Job Responsibility

Maintain a working knowledge of the entire call center operation as well as project operation
Maintain short-term or long-term staffing forecast guide
Review the reporting of workforce planning strategy through local workforce teams and plan accordingly
Oversee forecast of call volumes, analyze historical call volume
project budgetary expenses, determine future costing
Oversees necessary projects that are required from a telecom perspective and ensures successful implementation
Facilitates the development and implementation of goals and performance standards
Manages processes and projects that are aligned directly to operational goals and budgets
Plans, conducts and directs work on complex projects/programs necessitating the origination and application of new and unique approaches
Establishes objectives, schedules, and cost data of business functions being managed
Sets integration priorities, develop growth strategies, and manage resources for new business opportunities
Oversees the analysis of call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals
Other duties as assigned

Requirements

Bachelor’s Degree in any course, preferably Business or Business Management
Required 5+ years of management experience
Strategy development and identifying and implementing process improvements, creating and presenting to Sr. Management
People Management, strong analytical background
Required 7+ years of experience at manager level in a contact center environment, with at least 3 in workforce management
Call management system experience
Strong understanding of contact center operations, KPIs, SLAs, and workforce management principles
Experience with real-time monitoring software and reporting tools
Strong analytical skills and the ability to interpret and present data clearly
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
Ability to multitask and manage multiple priorities under pressure
Strong attention to detail and problem-solving abilities
Proficient in workforce management software or other call center-specific systems (e.g., NICE, Verint, Aspect, Blue Pumpkin, CMS/IEX, or similar)
Familiarity with call center platforms and routing systems
Strong understanding of the customer service industry, including common challenges and how to mitigate them
Expertise call center operations, financial management and organization required
Proficiency with MS Office applications or Google Suite Applications (i.e., MS Word, Excel, PowerPoint, etc.)

Nice to have

Client relations
Project management skills
Ability to work in a fast-paced, dynamic environment and handle stress effectively
Adaptive to changing work schedules and working hours
Active listening skills
Operates with minimal supervision
Customer focus
Time Management and Multi-tasking skills
Detail-oriented
Presentation Skills

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WFM Manager

Job Description

Job Responsibility

Requirements

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