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.