About the Role
The WFM Manager is responsible for leading and optimizing workforce planning strategies to ensure operational efficiency, service level achievement, and cost-effective staffing across all business units.
Key Responsibilities
Develop and maintain accurate forecasting models based on historical data, business trends, and seasonal patterns.
Oversee real-time monitoring of service levels, adherence, and intraday performance metrics.
Lead capacity planning and staffing strategies to meet service level agreements (SLAs) and budget targets.
Manage scheduling processes, including shift bids, time-off planning, and exception handling.
Collaborate with Operations, HR, and Training teams to align workforce plans with recruitment, onboarding, and attrition trends.
Provide actionable insights and reports to senior leadership on performance, risks, and opportunities.
Drive continuous improvement in WFM tools, processes, and analytics capabilities.
Mentor and develop WFM an...
Key Responsibilities
Develop and maintain accurate forecasting models based on historical data, business trends, and seasonal patterns.
Oversee real-time monitoring of service levels, adherence, and intraday performance metrics.
Lead capacity planning and staffing strategies to meet service level agreements (SLAs) and budget targets.
Manage scheduling processes, including shift bids, time-off planning, and exception handling.
Collaborate with Operations, HR, and Training teams to align workforce plans with recruitment, onboarding, and attrition trends.
Provide actionable insights and reports to senior leadership on performance, risks, and opportunities.
Drive continuous improvement in WFM tools, processes, and analytics capabilities.
Mentor and develop WFM an...
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