Workforce Manager

Responsibilities:

• Manage day-to-day operations of the WFM team.
• In-charge of Capacity Planning
• Actively participates in planning and implementation activities of new LOBs
• Monitors and manages dynamic customer demand patterns and agent availability
• Analyzes and recommends corrective services within client limits to improve site performance
• Oversees intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Provides and implements recommendations to ensure process improvement in order to help the program achieve its goals
• Coordinates with various departments regarding Technology, Facility and Logistics requirements
• Administration of communication to and from Operations and other sup...