Workforce management - Manager

Preferred candidate profile

• Excellent communications skills.
• 10+ years of core WFM experience.
• Experience on Capacity Planning, scheduling, Forecasting and reporting.
• Good knowledge of erlang, AHT, SL and occupancy.
• Client handling experience

Role & responsibilities

• Manage the headcount forecasting process with consideration of known business events and strategies
• Develop, supervise, lead, & coach a specialized Workforce Planning team, from the ground up, in defining best practices for producing accurate forecasts and schedules that will optimize cost effectiveness and operational efficiency, while meeting Service Level objectives to deliver a high degree of Guest Satisfaction.
• Analyze trends within assigned operations, including contact volumes, contact patterns, in-store traffic, inbound & outbound shipments, staff productivity, staff capacity and resource allocation, and use the analysis results to forecast arrival patterns.
• Manage large amounts of data to identify workforce shortages, conduct root cause analysis while working toward strategically impactful solutions to address these issues.
• Work with marketing and finance partners to understand key drivers (such as specialty programs and environmental issues) and capacity needs.
• Leverage and manage historical data to develop educated assumptions for planned initiatives and future forecast periods.
• Assure accurate monthly/weekly/daily/intraday forecasts
• Lead Operational meetings with Management, to ensure everyone is proactively prepared for the expected events of the day.
• Manage configuration and support of ongoing initiatives such as flexible schedules and PTO allowances.
• Provide real time and historical contact centre data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, Conformance, Service Level etc., working closely with them to proactively identify ways to improve results.
• Assume ultimate responsibly for daily Service Level attainment through properly Forecasting call volumes and AHT, producing efficient schedules, and effectively managing the intraday operation.
• Drive the Workforce Planning team to meet its weekly, monthly, and annual expectations on the critical Forecasting Accuracy, Schedule Efficiency, and Agent Delivery KPIs that are specific to the Workforce Planning team.
• Recommend, organize, develop and help implement process improvements and training enhancements, using experience and facts to support.
• Manage schedule interface staffing rules and settings to maximum use of the application and assure a positive end user experience.
• Serve as an internal expert on Key Performance Indicators ("KPIs") that impact the ability to consistently and effectively meet Service Level and guest expectations.
• Assure timely system updates of staff movement, historical results and proper trending within the WFM application.
• Other duties and special projects as assigned.