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.