We are looking for a skilled Workforce Manager who can lead the Workforce Management team to ensure that all staffing needs are met according with specific requirements and based on actual behavior in the call arrival patterns.
This position is responsible for long term, short term and intraday call volume analysis and will act as a support resource for operations assisting with and providing guidance on performance impact analysis and operational planning to ensure that KPIs are met.
Job description :
The Workforce Manager is a newly created role where we are looking for an exceptional leader who is passionate about efficiency, who controls and understands the intraday resource allocation performance.
He / she will lead the WFM Team to reach high levels of staffing effectiveness, schedule adherence, line adherence and will experience a wide range of problem solving situations, strategic to real-
time, requiring use of data collection and statistical analysis. The ideal candidate is a leader with demonstrated ability to learn new workflow technologies and make data driven decisions for project deliverables.
Advanced computer skills, VBA, MS Excel and Statistical knowledge, fluency in English, good communication and presentation skills are essential.
Workforce Manager Requirements :
strong knowledge of workforce management tools and the ability to maintain them (IEX experience is a plus)
Our offer :