Duties Responsible for all aspects of Workforce Management Manage, motivate, coach and support Workforce Management supervisors and their teams Act as a point of escalation for all matters involving WFMAct as a point of contact for clients, client Services and Operations Management for all matters involving WFMEnsure programs are right staffed, efficiently scheduled and that service levels are met while maintaining profitability Skills and Competencies High level of attention to detail Expertise in all areas of contact center management analytics Project Management skills Good analytical skills Ability to communicate effectively to all levels of management, both written and verbal Strong proactive decision making and problem solving skills Ability to read trends and project those trends onto future forecasts Ability to resolve differences with win-win solutions High degree of empathy for fellow workers Exceptional people management skills Ability to adapt processes and coach employees to maintain the company’s culture and core values Relationships The position will report to the WFM Director The position will require frequent communication with Operations Management, client representatives, other WFM staff and Client Services The position will require regular communication and meetings with WFM Planning Supervisors, Client Services, Recruitment, Training, Operations and clients The position will manage WFM Planning Supervisor and WFM Real Time Supervisor
