Senior Manager, Workforce Management

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The 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 require WFM involvement

Knowledge, Skill Set & Qualifications Required (External)

• More than 5 years Workforce Management experience with a minimum of 3 years experience ...