WFM Associate Manager

Duties and Responsibilities:  

• Administers the 52-week capacity, staffing, and resource plans to effectively manage the scaling of labor and resources. 

• Communicates directive guidelines to WFM schedulers to make sure that schedules accurately cover demand forecasts, while considering known constraints, planned events or holidays, and business objectives. 

• Coordinates with recruiting or operations leadership to determine the timing, quantity, and hiring strategy for new hire requisitions in collaboration with WFM Management and Operational Leaders. 

• Effectively coach and mentor the team of officers, planners, schedulers and specialists within their span. 

• Establish and update the forecast, long-term capacity planning (over 13 weeks), and production planning to achieve optimal utilization and occupancy for the project(s) and meet the KPI targets of the service level agreement. 

• Experience in designing, creating, and updating reports, scorecards and ad hoc analysis to deliver workforce insights or KPIs. 

• Implements and manages adherence to WFM standard processes by supporting existing team members with mandatory WFM training and process audits. 

• Maintains communication by holding regularly scheduled team meetings. 

• Monitors the quality and quantity of work produced in forecasting or capacity planning. 

• Oversees the collecting, reviewing, and correcting data for required metrics and inputs to develop short, mid, and long term forecasts of processing time, waste, attrition, and other necessary metrics for business segments within a given program, serving as input for capacity and resource plans. 

• Plan and apply logical thinking in capacity planning based on current and forecasted outlook to ensure that capacity is optimal to meet client demand and requirements. 

• Present relevant data trends and analysis findings in clear, concise reports to key stakeholders, demonstrating their implications on the business, and provide planning information to operational and WFM real time management. 

• Responsible for handling capacity planning related complex, escalated, or urgent issues. 

• Serve as a subject matter expert in identifying and interpreting trends and insights related to the overall operational effectiveness of the business, particularly in workforce planning. 

Qualifications:  

• Minimum average of 3-5 years of relevant working experience in a similar role, with a focus on forecasting and capacity planning at a large global call center is preferred. 

• Minimum of 2 years of college education or a related degree is preferred. 

• Effective operational proficiency in written and verbal Business English. Paired with advanced communication skills, essential for delivering updates and recommendations to a wide range of individuals, including the operations team. 

• Highly developed project management skills to ensure all tasks are completed and to adjust timelines as necessary to accommodate changes in priorities or deadlines. 

• Ability to handle high-pressure situations and make prompt decisions with advanced problem signalling and solving skills. 

• Advanced knowledge of multi-user computer systems, proficiency in MS Office programs (Excel, Word, PowerPoint and Outlook) and WFM tools (e.g. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint).