WFM Manager

Responsibilities

• Review completed Capacity Plans, and Schedules developed by team members to ensure completion, accuracy, and adherence to standards
• Manage 2 to 3 WFM Account Managers
• Act as Sn Account Manager for key accounts
• Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs
• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes
• Lead reviews of Call Centre efficiency and customer service performance to ensure client needs and company financial performance are met
• Partner with support functions to ensure that planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
• Lead the development of forecasts, resource plans, and schedules for new programs
• Design and Implement...