WFM Manager

Job Title:

WFM Manager

Role and Key Responsibilities:

• Analyze staffing/scheduling plans and operational performance dashboards.
• Collaborate with RTAs, planners, schedulers, and operations to build financial dashboards and analysis.
• Prepare financial forecasts based on inputs from various sources and historical trends.
• Create and maintain financial reports for business stakeholders.
• Conduct financial review meetings with senior leadership and act as a bridge betweenWFMand Finance team.
• Guide planners to implement viable business changes to improve profitability.
• Drive efficiency in business operations for financial growth.
• Performs in-depth analysis and makes recommendationsforkey performance metrics to identify strengths, weaknesses, opportunities and threats to financial objectives.
• Monitor financial patterns and trends. Provide proactive update to management team.
• Review completed forecasts, schedules, and staffing files developed by team members to ensure completion, accuracy, and adherence to standards.
• Collaborate with Business Development, Geo/global finance, Operations, and Clients to develop new models to support staffing and volume changes.
• Lead reviews of Call Center efficiency and customer service performance to ensure client needs and performance meets set targets.
• Partner with support functions (IT) to ensure that forecasting, planning and scheduling tools are properly set up and maintained to support the Workforce Management team.
• Lead the development of forecasts, resource plans, and schedules for new programs.
• Drive cost efficiency projects.
• Handle a team of RTA, planners, schedulers, and revenue tracking analysts/supervisors.

Key skills and knowledge:

• Bachelors degree in related field with more than seven years of relevant experience with at least two years of Progressive Mgmt. Experience preferred.
• Experience with forecasting, capacity planning and scheduling software tools.
• Excellent communication skills, both written and verbal.
• Ability to effectively present information to internal and external associates.
• Advanced Microsoft Office skills.
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Demonstrated ability to mentor, coach and provide direction toteam members.
• Demonstrated ability to take initiative and ownership with focus on continuous improvement.
• Excellent attention to detail.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
• Solid understanding of the organizations business operations and industry. Demonstrated business acumen.
• Demonstrated ability to comprehend, analyze, and interpret.

Educational qualification: