Manager Workforce Management

Manager Workforce Management

• Lead and manage the WFM team to achieve business and client goals.
• Coach, mentor, and develop team members while driving a performance-oriented culture.
• Monitor attendance, staffing, productivity, and workforce performance.
• Analyze WFM data and provide reports, insights, and actionable recommendations.
• Manage multiple priorities, resolve operational issues, and ensure timely execution of tasks.
• Partner with Operations and other stakeholders to improve service levels, efficiency, and customer experience.
• Ensure the team has the right tools, systems, training, and support to perform effectively.

Key Skills: Team leadership, coaching & mentoring, WFM knowledge, data analysis, reporting, problem-solving, stakeholder management, time management, and performance management.

Experience: 3+ years of data analysis or equivalent experience, preferably with workforce management/contact center experience.