Senior Workforce Manager

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

The Senior Workforce Manager is responsible for leading and optimizing workforce planning, scheduling, and real-time management to ensure business goals and service level agreements (SLAs) are met. This role involves managing forecasting, capacity planning, and staffing to ensure effective resource allocation across different channels, such as phone, email, chat, and social media. The Senior Workforce Manager works closely with operations, human resources, and other cross-functional teams to balance staffing needs with employee satisfaction and cost-efficiency.

Key Responsibilities:

Workforce Planning and Forecasting:

• Develop and manage accurate short-term and long-term forecasts for various departments or contact channels.
• Ensure that workforce models align with business goals, service level targets, and cost constraints.
• Use historical data and predictive analytics to make recommendations on staffing needs and hiring plans.

Scheduling and Optimization:

• Create effective schedules to maximize coverage while minimizing overtime and ensuring compliance with labor laws.
• Adjust schedules based on real-time performance data and changing demand patterns.
• Work closely with operations to accommodate sudden shifts in staffing or demand.

Real-Time Management:

• Oversee real-time adherence and monitor agent performance, making on-the-fly adjustments as necessary to maintain service levels.
• Develop strategies to address real-time issues, including unexpected spikes in call volume or agent absenteeism.
• Manage and mentor a team of Real-Time Analysts (RTAs) to ensure effective real-time monitoring.

Reporting and Analytics:

• Produce regular reports on forecast accuracy, staffing levels, agent performance, and service levels.
• Present findings to leadership and make recommendations for improving workforce efficiency and effectiveness.
• Track key performance indicators (KPIs) related to workforce management, such as occupancy, shrinkage, and agent utilization.

Stakeholder Collaboration:

• Work closely with other departments, such as Operations, Human Resources, and Finance, to align workforce strategies with overall business objectives.
• Communicate workforce plans and issues to senior leadership, offering solutions for optimization and risk mitigation.

Team Management and Development:

• Lead, mentor, and develop a team of Workforce Analysts, Schedulers, and Real-Time Analysts.
• Ensure ongoing training and development to keep up with industry best practices and evolving workforce management technologies.

Continuous Improvement:

• Identify and implement process improvements that increase efficiency and reduce costs.
• Stay up-to-date with industry trends, tools, and technologies that can help optimize workforce planning and execution.
• Lead or participate in workforce management projects and initiatives that enhance operational performance.

Key Qualifications:

• Experience:

  • 5+ years of experience in workforce management, preferably in a contact center environment.
  • 2+ years in a senior or leadership role managing workforce planning and real-time management teams.

• Skills:

  • Strong knowledge of workforce management tools (e.g., Verint, Aspect, NICE IEX, Genesys, etc.).
  • Excellent analytical and forecasting skills with the ability to translate data into actionable insights.
  • Proficiency in workforce modeling and scheduling software.
  • Strong communication skills with the ability to present complex data and strategies to leadership.

• Education:

  • Bachelor’s degree in Business Administration, Statistics, or related field (or equivalent work experience).