About the role
About the role
The Senior Workforce Manager is responsible to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business.
Key responsibilities
- Be responsible for various functions including capacity planning, resource management, forecasting, and scheduling
- Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs
- Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement
- Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs
- Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations
- Be responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies
- Drive business benefits through self-initiated projects
- Act as a Subject Matter Expert (SME) for resource planning and scheduling
About you
- Post-secondary degree, or certificate, with a focus in a related discipline (required)
- Minimum 3 years experience in a Call Center or Service-Oriented Industry
- Minimum of 3 years experience as a Workforce Manager managing multiple clients/accounts
- Solid experience in Capacity Planning and Forecasting
- Strong analytical, problem-solving, technical, information-management, and decision-making skills are required
- Excellent project management and computer (MS Office) skills
- Demonstrated strong interpersonal and communication skills
- Superior organizational skills and the ability to follow through
- Service oriented attitude
- Ability to adapt to change and innovation
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