București, Bucuresti, Romania
30 zile în urmă

Workforce Manager

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 :

  • Experience in leading a team of WFM or Business Analysis or equivalent role for large scale inbound Operations business;
  • strong knowledge of workforce management tools and the ability to maintain them (IEX experience is a plus)

  • 2+ years of experience working with Production Environment Metrics (such as Forecasting, AHT, Shrinkage, Overtime and FTE)
  • Strong Analytical skills has ability to perform audit on WFM deliverables, keep proper documentation for all WFM processes, setting common goals for the department and ensure key metrics are in line
  • A bachelor's degree in an analytical or business field, or comparable business experience with technical background
  • Communication skills demonstrated ability to communicate complex technical problems through simple means; ability to present information professionally & concisely with supporting data
  • High attention to detail and proven ability to manage multiple, competing priorities simultaneously
  • A history of teamwork and willingness to roll up one’s sleeves to get the job done
  • Technical Skills required MS Excel (Advanced) and VBA; preferred knowledge of Avaya WFO, IEX
  • English language with advanced fluency
  • Our offer :

  • An attractive salary package;
  • Monthly meal tickets;
  • Private medical insurance coverage;
  • Personal and professional development;
  • International standards working environment;
  • Special discounts provided by our partners in different industries (Banking, Gym & Fitness etc)
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