Manager I, WFM

Job Title:

Manager I, WFM

Job Summary:

Key Responsibilities:

• Develop and implement workforce management strategies to optimize staffing levels and schedules.
• Analyze workforce data and trends to forecast staffing needs and adjust schedules accordingly.
• Create and maintain detailed schedules for all shifts, ensuring compliance with labor laws and company policies.
• Coordinate with department managers to understand staffing requirements and address any staffing shortfalls.
• Monitor real-time workforce performance and make adjustments to schedules as needed.
• Prepare regular reports on workforce metrics, performance indicators, and compliance with schedules.
• Provide training and support to team members on workforce management tools and processes.
• Collaborate with HR and other departments to ensure smooth onboarding and offboarding of employees.
• Ensure adherence to company policies and labor laws in all workforce management activities.
• Identify opportunities for process improvements and implement best practices in workforce management.

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 3-5 years of experience in workforce management, capacity planning, or a similar role.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in workforce management software (e.g., NICE IEX, Verint, Erlangs).
• Excellent organizational and time management skills.
• Strong communication and interpersonal skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Knowledge of labor laws and regulations.

Preferred Qualifications:

• Any Degree
• Experience in a call center or customer service environment is most preferred
• Advanced knowledge of Microsoft Excel, Google tools, and other analytical tools.