WFM MIS Manager

As the Head of a team of WFM Supervisors and/or WFM Analysts, your primary objective will be to provide support to Operations. You will be responsible for managing Workforce Management & Service Delivery for both Internal and External Customers. Leading a WFM team across 3 to 5 clients, your role will involve effectively mentoring the team to ensure seamless support for Operations. In this position, you will directly oversee WFM processes, Client KPIs, and Financial performance within a multi-site, multi-platform environment. Acting as a checkpoint and reviewer of WFM practices and output, you will collaborate with the Operations team to drive improvement and resolution. Your responsibilities will include ensuring optimal levels of staffing and occupancy, resource optimization to maximize service level and seat utilization, all while upholding financial standards. To effectively manage the team, you will develop processes, scorecards, and performance plans. Key metrics such as KPI Scorecard (SL, Line Adherence, B2P/POP), Ops Feedback, and Supervisor Feedback will be essential components of your performance evaluation. The ideal candidate for this role should have a minimum of 6 years of Workforce Management experience in a multi-site, multi-client BPO environment. Additionally, you should possess 2 years of managerial experience handling multiple programs of various sizes and complexities. Proficiency in Power BI, familiarity with RPFs and RPIs, as well as hands-on experience in Blue Pumpkin or Aspect eWFM scheduling will be advantageous. Key skills required for this position include a strong sense of personal accountability, the ability to build positive relationships with Operations and Support teams, adeptness at managing conflicting priorities, and the capability to solve problems using a data-driven approach. Furthermore, you should possess the aptitude for driving projects, improvement initiatives, and be skilled in creating compelling analysis and reports for clients and internal reviews. In summary, this role demands a strategic yet hands-on approach, effective communication and presentation skills, as well as the ability to motivate, retain, and attract talent within the team. If you are someone who thrives in a challenging environment, excels at problem-solving, and is driven by continuous improvement, this role offers an exciting opportunity to make a significant impact.,