About the job
The Workforce Management (WFM) Manager is responsible for overseeing the planning, forecasting, scheduling, and real-time management of workforce resources to ensure that customer service/support teams meet performance goals and service level agreements (SLAs). The WFM Manager works closely with internal stakeholders, including operations managers and team leads, to align workforce strategies with business needs and customer demand. This role involves managing a team of WFM Business partners, analysts, and specialists and providing direction and leadership to optimize workforce efficiency and ensure a positive impact on overall operational performance.
Shift: 09.00 – 18.00 CEST/CET with Saturday and Sunday off.
Responsibilities
- Lead the Workforce Planning Process: Develop, implement, and manage accurate forecasting, scheduling, and staffing plans for customer service/support teams based on volume projections, historical data, and real-time insights.
- Team Management: Manage and mentor a team of WFM specialists, providing coaching, feedback, and development opportunities to ensure high performance.
- Collaborate with Stakeholders: Work closely with operations and management teams to understand business objectives, customer demands, and resource constraints, ensuring that WFM strategies are aligned with these requirements.
- Monitor and Adjust Workforce Allocation: Oversee real-time monitoring of workforce resources, adjusting schedules and staffing in response to unexpected changes in call volumes or team performance to maintain SLAs.
- Optimize Workforce Efficiency: Identify opportunities for improving workforce efficiency, such as reducing downtime, optimizing shift structures, and minimizing overtime.
- Analyze WFM Data: Collect, analyze, and report on workforce management data to provide actionable insights to senior management. This includes analyzing forecast accuracy, schedule adherence, and productivity metrics.
- Compliance with Labor Laws and Company Policies: Ensure that workforce schedules comply with labor regulations and company policies, including those related to working hours, breaks, and overtime.
- Workforce Technology: Maintain and optimize workforce management systems, ensuring accurate data entry, effective use of forecasting tools, and integration with other business systems (e.g., CRM, payroll).
- KPI Reporting: Establish and track key performance indicators (KPIs) related to workforce management and report results to senior management on a regular basis.
- Having extensive experience with COPC standards and holding a COPC certification, I am well-versed in implementing and maintaining high-quality customer service processes.
About you
- Bachelor’s degree in a relevant field (e.g., Business Administration, Operations Management, Workforce Management) or equivalent work experience.
- Proven experience in workforce management, preferably in a contact center or operations environment.
- Strong analytical skills and proficiency with WFM software (e.g., NICE, Verint) and workforce management tools.
- Excellent communication and interpersonal skills, with the ability to convey data-driven insights to non-technical stakeholders.
- Project management skills with experience in handling multiple workforce initiatives simultaneously.
- Knowledge of labor laws and regulatory requirements relevant to workforce planning and management.
- Ability to adapt to a dynamic and fast-paced environment.