Sr. Manager, WFM

Sr.

Responsibilities

• Manager, WFM Job Description WFM Leader will be responsible for handling multiple CRM accounts.
• This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning.
• The identified resource is expected to ensure a successful delivery of WFM support and acts as a liaison between WFM Services and Operations organization.
• Responsible for design and implementation of scheduling and capacity planning to support multiple contact center locations.
• Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities: 1) planning for the day (volume forecasting, staff scheduling), 2) planning for the Week (making scheduling adjustments including OT plans) 3) forecasting for the month and 4) measuring results.
• Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly.
• Translate this information into hiring forecasts and staff schedules.
• Optimize schedule placement to best match volume arrival patterns.
• Analyse volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.
• Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.
• Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.
• Regularly review team procedures and process flows to ensure that they meet guidelines and Client needs.
• Participate in special projects as needed and perform other duties as assigned.
• Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.
• Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.
• Manage internal communications process between WFM GEOs’ Partner with various business verticals to enhance WFM support in newer and unexplored disciplines.
• Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.
• Responsible for setting strategic direction for all WFM disciplines.
• Define and communicate Governance Structure, objectives and operational guiding principles.
• Should aim at reducing costs, improve service levels, optimize customer satisfaction.

Requirements

• Manager experience required •Associate's degree in related field from a four-year college or university with more than ten years of relevant experience (with two to four years of Progressive Mgmt Experience) preferred • Experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management • Excellent communication skills, both written and verbal.
• Ability to effectively present information to internal and external associates • Advanced Microsoft Office skills • 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 • Excellent attention to detail • 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: COL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740 Language Requirements: English (Required) Time Type: Full time