Manager Workforce Management

Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for managing various administrative duties to ensure accurate reporting, reporting structures, and system access. Teams in multiple locations incl. off-shore analysts would report to this role.

Responsibilities:

• Manages and maintains training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume.
• Participates in various clients calls to review client KPI performance.
• Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met.
• Ensures staffing and scheduling modifications are recommended to the operation team and are executed on a intraday, daily, weekly and monthly basis to ensure KPI are met. ...