Workforce Management Senior Mana

Workforce Management (WFM)

The Workforce Management (WFM) senior manager is responsible for overseeing the planning, forecasting, scheduling, and real-time management of staff across multiple client accounts and processes within a supply environment. This role ensures optimal resource utilization, meets service level agreements (SLAs), maintains operational efficiency, and enhances employee productivity and satisfaction. The WFM manager works closely with operations, client services, and human resources teams to align workforce strategies with business objectives and client requirements.

Key Responsibilities

• :Develop and manage forecasting models to predict contact volume and staffing needs
• .Create and maintain staff schedules to ensure adequate coverage and service levels
• .Monitor real-time contact center performance and make adjustments as necessary
• .Analyze historical data to identify trends and improve forecasting accuracy
• .Collaborate with other departments to understand business needs and align workforce plans
• .Prepare and present regular reports on workforce performance and efficiency
• .Implement and optimize WFM tools and system

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