Job Title:
Sr. Manager, WFM
Job Description
WFM Leader will be responsible for handling multiple CRM accounts. This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning. The identified resource is expected to ensure a successful delivery of WFM support and acts as a liaison between WFM Services and Operations organization.
- Responsible for design and implementation of scheduling and capacity planning to support multiple contact center locations.
- Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities: 1) planning for the day (volume forecasting, staff scheduling), 2) planning for the Week (making scheduling adjustments including OT plans) 3) forecasting for the month and 4) measuring results.
- Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.
- Analyse volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.
- Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.
- Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.
- Regularly review team procedures and process flows to ensure that they meet guidelines and Client needs.
- Participate in special projects as needed and perform other duties as assigned.
- Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.
- Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.
- Manage internal communications process between WFM GEOs’
- Partner with various business verticals to enhance WFM support in newer and unexplored disciplines.
- Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.
- Responsible for setting strategic direction for all WFM disciplines.
- Define and communicate Governance Structure, objectives and operational guiding principles.
- Should aim at reducing costs, improve service levels, optimize customer satisfaction.
Candidate Profile
Entry level: Manager experience required
Associate’s degree in related field from a four-year college or university with more than ten years of relevant experience (with two to four years of Progressive Mgmt Experience) preferred
Experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management
Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
Advanced Microsoft Office skills
Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Demonstrated ability to mentor, coach and provide direction to a team of employees
Demonstrated ability to take initiative and ownership with focus on continuous improvement
Excellent attention to detail
Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
Solid understanding of the organization’s business operations and industry. Demonstrated business acumen
Demonstrated ability to comprehend, analyze, and interpret. Ability to analyze large quantities of raw data to create strategic action plans
Location
COL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740
Language Requirements
English (Required)
Time Type
Full time
📌 Sr. Manager, WFM (Medellín)
🏢 CNX
📍 Medellín