Workforce Manager (BOG) [Solo Quedan 15h]...

Overview

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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 by analyzing performance data, forecasting staffing needs, managing time-off requests, and generating reports, and by 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 maintain optimal staffing levels. Utilize specialized WFM software for real-time adherence monitoring and dynamic staffing adjustments.
• 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 adherence to service level agreements. Generate insightful reports and provide analytical support to identify KPIs and areas for improvement.
• Strategic Collaboration and Continuous Improvement : Collaborate with senior management and customer service teams to align workforce planning with business objectives and budgetary constraints. Drive continuous improvement initiatives focused on productivity, service quality, and cost efficiency. Lead the WF team and foster a high-performance culture.

Qualifications

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