Workforce Manager

Workforce Manager

Location: BGC, Taguig

The WFM Manager manages and responsible for the vverall WFM Team including the policies, processes, performance objectives, operating structure and information flow works within the WFM department. It provides leadership and management to the WFM Team and provides strategic direction on resource planning, forecasting and requirements of the organization on WFM.

Purpose of the position:

Builds and manages a high-performing team of Managers and WFM Specialists - Forecasters, Schedulers and RTAs responsible for forecasting AHT, work volume and arrival patterns for all contact types based on historical trends and external factors, scheduling appropriate staffing levels on a monthly, weekly, daily, and interval basis to achieve service level goals and key productivity indicators.

Key tasks/result areas:

• Manages and responsible for the Overall WFM Team including the policies, processes, performance objectives, operating structure and information flow.
• Provides leadership and management to the WFM Team and provides strategic direction on resource planning, forecasting and requirements of the organization on WFM.
• Delivers WFM Reporting to Contact Center Directors that include forecasting and staffing requirements as well as monthly budget variance to forecast.
• Serves as Business Partner, working in conjunction with other Business Owners, supporting the broader business line and corporate units to achieve goals.
• Partners closely with Operations Teams for intraday management of service level, including execution of real-time strategies to optimize operational results.
• Analyzes historical data or trends for occupancy, schedule adherence, shrinkage, volume, and AHT and provides sound business recommendations to enhance the Workforce Management workflow.
• Provides strong senior leadership and good governance, formulates effective strategies and communication, and influences leaders at all levels to drive performance in terms of operational efficiencies and cost effectiveness to provide excellent customer experience (CX).
• Ensures delivery of the key performance indicators of Contact Center – Service Level, Calls per Day, Inbound Occupancy, Outbound Active Time, Timeliness to Complete for Projects and Tasks.
• Manages Contact Center’s staffing requirements through WFM processes - forecasting, scheduling and capacity planning to achieve the highest level of performance to meet operational goals.
• Performs Cost-Benefit or Payback analysis to ensure that CAPEX/expenses and projects/initiatives will have a reasonable return on the company’s investment.
• Works closely with Pre-Sales Team in highlighting the services and value of WFM CCO to potential customers.
• Collaborates with Sales and Account Executives in providing value to customers on their WFM operations thru rapid transformation from traditional to modern WFM operations and elevate them to industry practice and standards.
• Cements the competitive advantage of NICE WFM customers and realizes benefit opportunities thru return on investments (ROI)

Social Interaction:

• The WFM Manager performs various activities in close consultation and collaboration with other members of the local, shared production center and/or global WFM team and mainly with his reports (directing).

Additions:

• An extensive knowledge of the WFM process (particularly the part where the team members (reports) are responsible for) and Customer Care/Call Centers, Proficient at communicating at different levels and coaching skills are required and essential for this position.

Required Education, Experience, and Specific Job Related Skill:

• Master’s degree any direction OR Bachelor level with relevant direction (mathematics, statistics, economics, informatics)
• Knowledge about COPC is preferred
• LEAN 6sigma is preferred
• Good MS Excel skills
• Minimum of 6 years in contact center workforce role.

Competencies incl. level (competence matrix):

• Coaching and employee development skills
• Punctual and accurate work methods
• Convincing and influencing skills
• Customer orientated
• Organization awareness
• Strong communication skills (on different levels within the organization)
• Initiative
• Good knowledge of contact centre procedures
• MS Office and specifically Excel
• Knowledge of the area of responsibility
• Flexible
• Basic analytical/mathematical skills
• Advanced Written and verbal communication skills (included English)

Key values:

• Reliability
• Responsible
• Empathic
• Adaptability

Skills:

• Communication
• Quality oriented
• Power of persuasion
• Building trust
• Innovative
• Helps others develop
• Result oriented