Workforce Manager

Tasks for the day include, but are not limited to, the following: 

• Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites  

• Analyse past volume and staffing patterns and implement actions required based on the forecast provided by the client to ensure service goals are met  

• Conduct analysis and recommend solutions to real time performance issues with the operational business units  

• Validate forecasting and staff planning and work with Account Managers and clients  

• Interface with Account Managers/Operations Directors as needed for escalation of service impacting issues  

• Manage the staff schedules and responsibilities of Workforce Management team.  

• Responsible for performance appraisals of all direct reports  

• Establishes performance objectives for direct reports  

• Coach and develop a high performance team through organizational leadership  

• Demonstrate sound judgment and fairness when administering policies and procedures  

• Ensure team accurately tracks and manages contact centre schedule adherence.  

• Monitor absenteeism levels and work with Operations Team on attendance management initiatives  

• Prepare daily/weekly/monthly reports and distribute to the Management team  

• Manage staffing ratios and seat utilization/optimization to ensure contact centre goals are met  

• Build effective working relationships with internal departments  

• Work with Senior Management team on initiatives to support new business growth and overall operations  

• Assist with special projects and other duties as assigned  
• Management of Genesys system

Join the A-Team and experience the A-Life!