Workforce Management Lead

Workforce Management

A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-time adherence, analyzing performance data, and ensuring compliance with labor laws, all while optimizing productivity and service levels within the team they manage

Preferred candidate profile

• Strong analytical skills and ability to interpret data
• Excellent communication and interpersonal skills
• Proficiency with workforce management software
• Understanding of labor laws and compliance requirements
• Problem-solving and decision-making abilities
• Proficiency with telephony routing solutions
• Proficiency with Excel and Power BI

Role & responsibilities:

• Forecasting and Staffing:
• Analyze historical data to predict future call volume and staffing requirements for locked forecasts.
• Develop staffing plans based on forecasted demand and business goals.
• Adjust staffing levels based on real-time fluctuations in demand.
• Scheduling and Allocation:
• Create employee schedules that align with forecasted demand and labor constraints.
• Optimize shift patterns to maximize efficiency and minimize costs.
• Manage employee time off requests and ensure adequate coverage during peak periods.
• Performance Monitoring and Coaching:
• Monitor real-time adherence to schedules and performance metrics.
• Identify areas for improvement and provide coaching to employees.
• Conduct performance reviews and provide feedback.
• Data Analysis and Reporting:
• Analyze workforce data to identify trends and opportunities for optimization.
• Generate reports on key performance indicators (KPIs) related to workforce management.
• Present data insights to management to inform decision-making.
• Compliance Management:
• Ensure compliance with labor laws and company policies regarding scheduling and overtime.
• Monitor employee time and attendance to prevent violations.