Workforce Manager (BOG)

Workforce Manager (BOG)

Position summary

We are seeking a Workforce Manager to optimize staffing, scheduling, and resource allocation. This role is crucial for meeting business and service level objectives by accurately forecasting workload, developing efficient agent schedules, and monitoring real-time performance.

The Workforce Manager will play a key role in improving overall productivity and efficiency. Responsibilities include analyzing performance data, forecasting staffing needs, managing time-off requests, and generating reports. Additionally, this position will be responsible for leading initiatives to guide operational improvements.

Key Responsibilities

Forecasting and Planning :

Analyze historical data and future trends to accurately forecast contact volumes and determine precise staffing needs.

Strategically plan optimal staffing levels and shift arrangements to achieve service-level goals and efficiently manage costs.

Scheduling and Adherence Management :

Develop and manage comprehensive agent schedules, ensuring sufficient coverage for anticipated workloads.

Process time-off requests and manage shift assignments to consistently maintain optimal staffing levels.

Utilize specialized WFM software for real-time adherence monitoring, dynamic staffing adjustments, and overall agent productivity improvement.

Performance Monitoring and Optimization :

Implement and leverage workforce optimization tools to streamline processes and enhance operational efficiency.

Continuously monitor real-time agent performance and operational efficiency to ensure strict adherence to service level agreements.

Generate insightful reports and provide analytical support to identify Key Performance Indicators (KPIs) and pinpoint areas for improvement.

Strategic Collaboration and Continuous Improvement :

Collaborate effectively with senior management and customer service teams to align workforce planning with overarching business objectives and budgetary constraints.

Drive continuous improvement initiatives focused on enhancing productivity, elevating service quality, and achieving greater cost efficiency.

Efficiently lead the WF team while fostering a high-performance culture.

Key Skills

Advanced, near-native English proficiency.

Bachelors degree in Business Administration, Statistics, or related fields.

5+ years of experience in similar roles within the BPO industry.

3+ years of leadership experience.

Strong analytical and data analysis skills.

Proficiency with WFM software and tools.

Effective forecasting and scheduling abilities.

Excellent communication and leadership skills.

Understanding of BPO metrics (e.g., service level, occupancy).