WFM

Job Description

About The Role As a member of the team, you will leverage your proficient knowledge of one or more processes to participate in meeting service levels, key measurement targets of the team and deliver a high quality and cost-effective service. The Workforce Management Team is focused on managing the staffing and adequate provision of resources to handle the volume of customer contacts. Primary Skills Manage scheduling activities, ensuring efficient allocation of resources while considering employee preferences, skills, and compliance with regulations. Analyze workforce performance metrics and trends, providing actionable insights to drive continuous improvement and enhance operational efficiency. Collaborate cross-functionally with departments to align workforce strategies with broader organizational objectives. Oversee the utilization and optimization of workforce management tools and systems, implementing enhancements or upgrades as needed. Ensure compliance with labor regulations, company policies, and industry standards in all workforce management activities. Drive change management initiatives related to workforce processes, fostering a culture of adaptability and innovation