Wfm Manager

Overview:

- As a Workforce Management (WFM) Manager, your primary responsibility is to ensure the efficient and effective management of accounts and its workforce. This includes overseeing Planning, Real Time Management and Management information resource and processes, scheduling and allocation of resources, ensuring adequate staffing levels to meet operational needs, and optimizing productivity within the workforce. Your job would involve analyzing historical work patterns and forecasting future demand to develop accurate workforce schedules. You'll need to collaborate with department managers and team leaders to understand their staffing requirements and ensure schedules align with business objectives._
- Additionally, you would monitor and adjust staffing levels based on real-time data, such as call volumes, customer demand, or production targets. This involves making tactical changes to schedules, coordinating overtime or training as needed, and addressing any unexpected changes that may impact workforce availability._
- You'll have the responsibility of generating reports and analyzing key workforce metrics to identify trends, patterns, and areas for improvement. By tracking and analyzing data, you can identify potential inefficiencies and implement strategies to optimize workforce productivity and adherence to service levels._
- Overall, the WFM Manager plays a crucial role in ensuring a well-organized and productive workforce, and your ability to balance operational needs with employee satisfaction will contribute to the success of the company._

Qualifications:
**Education & Specific Training**
- _ Expert skills in using a Workforce Management tool - (6+ years)_
- _ Expert skills in Excel for modelling and scenario planning, Experience in virtual multi-skilled, multi-site Customer Centres_
- _ Experience in working with Outsourcers, and departmental stakeholders_
- _ Knowledge in ACD telephony_

**Work Experience**
- _Team management and coaching skills_
- _ Problem-solving and decision-making skills:_
- _ Leadership and team management: Leading a team of workforce analysts, schedulers, and planners requires strong leadership skills_
- _ Experience working in a WFM Leadership role, with direct experience of coaching and managing a team_
- _ FTE sizing experience_
- _ Budgeting, Time-Management, Effective communication, Problem solving, Analytical and Technical Skills_
- _ Comprehensive computer skills_
- _ Communicative and influential_
- _ Personally effective_
- _ Team Player_
- _ Knowledge of WFM systems and practices._
- _ Creative and flexible_
- _ Organized and structured_
- _ Ability to work under pressure whilst maintaining accuracy_
- _ Business awareness and Leadership skills_
- _ Lives and breathes the company values_
- _ Advanced relationship building and stakeholder management skills_
- _ Able to confidently challenge at a senior level_
- _ Team building skills_
- _ Resilience and focus_
- _ Superior facilitation & presentation skills_
- _ Contract KPI knowledge and awareness_
- _ Self-motivated and can motivate others, with can-do attitude_

**Technical Skills**
- _ Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others._
- _ Customer focused_

**Responsibilities**:

- _
With overall responsibilities of creating and maintaining the build plan, the WFM Manager creates and oversees the management of employee schedules to ensure appropriate coverage during peak and non-peak times. They consider factors like employee availability, skills, and preferences while maintaining compliance with company policies and labour laws._
- _
Ensures the overall efficiency of operations by monitors the management of real-time staffing levels and adjusting schedules or reallocating resources as needed. Use Client and Internal workforce system and tools to track staff adherence to schedules and manage intraday changes._
- _
Builds and maintains accurate forecasting models by analysing historical data and external factors (e.g., seasonality, marketing campaigns, events). They also generate reports on key performance indicators (KPIs) related to staffing, service levels, and other metrics to track operational efficiency and make data-driven decisions._
- _
Ensures that the account and operational area has the necessary capacity to handle workload demands. They collaborate with the operations team to determine the required number of employees and optimize resources accordingly._
- _
Works closely with the Recruitment and Training department to provide insights and data on staffing needs and skill gaps. They may collaborate in the development of training programs to improve workforce productivity and optimize resource allocation._
- _
Identifies areas for improvement within the workforce management function and suggests process enhancements or automation opportunities. They may work with cross-functional teams to implement new tools, platforms, or methodologies for im