Workforce Manager

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

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!