Senior Manager, Workforce Management

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Responsibilities

• Understanding of key business objectives, timeframes, and requirements associated
• with Workforce Management
• Responsible for tracking, forecasting analyzing real time management and planning of
• assigned call volume, headcount requirements, shrinkage, attrition and handle time
• goals throughout the group sites
• Reporting of Daily program metrics on assigned projects
• Makes strategic recommendations to improve productivity while balancing service levels
• and costs
• Ensures that the team follows workforce procedures
• Assist in resolving serious customer complaints and escalated issues
• Participates in daily and weekly meetings that requires WFM involvement

Knowledge, Skill Set & Qualifications Required (External)

• More than 5 years Workforce Management experience w...