Senior Manager Workforce Management

Job Summary

Responsibilities

• Manages and maintains training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume.
• Participate in various client calls to review forecasting and scheduling.
• 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.
• Ensures various off-the-phone activities for the agent populations are scheduled in such a manner as to not impact KPI performance and properly reported in scheduling system.
• Manages various forecasting and scheduling processes including vacation day approvals, schedule change approvals, and loading new hire schedules.
• Manages various administrative processes including ID administration.
• Manage diverse team of WFM analysts in multiple locations.
• Performs other duties as assigned.