Workforce Manager Job Description
Workforce Manager provides initiative-taking, solutions-oriented support for the Contact Center Management and Workforce Management teams and continuous improvement of workforce processes, policies, and procedures.
Workforce Manager Position Summary
The Workforce Manager is responsible for leading and optimizing workforce planning strategies to ensure operational excellence within the contact center. This role oversees workforce specialists, manages forecasting, scheduling, and real-time monitoring, and ensures key performance indicators (KPIs) are met. The Workforce Manager collaborates with Operations and other stakeholders to align workforce strategies with business goals while fostering a positive work environment.
Workforce Manager Job Responsibilities KPI’S
models for both front and back-office operations. · - / + 10% Forecast Accuracy
occupancy targets are achieved. · 95% Schedule Efficiency
determine staffing requirements and create optimized schedules. · Net Promoter Score (NPS) from WFM Process
completed on schedule with high quality. · 95% Compliance with Manager’s Deliverables
provide insights to optimize staffing and adherence. · Ensure compliance with SLA and required hours per account.
strategies, including trigger-based adjustments for queues and staffing.
levels, cost efficiency, and employee satisfaction.
insights for stakeholders.
policies, and procedures. Sensitive KPI’s (Failure to meet one of these KPIs will be subject to immediate termination)
development and knowledge transfer.
workforce management expertise.
activities, staffing capacity, and performance trends.
standard operating procedures.
adherence, and capacity planning.
Qualifications and Requirements for Workforce Manager
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