Group Manager - WFM

Job Description

The purpose of this position is to assume responsibility for the forecasting, planning and resourcing function within our campaigns, and to manage a team of Planners, Schedulers and Real Time Administrators (RTA). The role aims to optimize workforce utilization to drive efficiency and reduce resource costs. The role also provides input and advice on RFP, RFI and solution presentations for future clients.

• At least 5 years of workforce management/scheduling experience, including people management experience
• Minimum 2 years of managing others and/or experience in Workforce Management
• Expert level understanding of Workforce Management principles such as Erlang C
• Extensive experience with planning, scheduling and forecasting within the contact center environment
• Experience with both inbound and outbound, and across multi/omni‑channel environments
• Proficiency in PowerPoint and MS‑Excel
• E...