Wfm Manager, Orlando

Wfm Manager, Orlando


Wfm Manager, Orlando

Details of the offer

Job Title:
WFM Manager, OrlandoJob Description
Manager, Workforce Management
This is a workforce role, chiefly responsible for managing all workforce and reporting activities required to support a large multi-program contact centre. Provides leadership and supervision to direct reports; ensuring consistency and quality of work effort. This position manages all activities related to long and short range forecasting and planning, agent scheduling, as well as real time intra-day functions. This position also manages activities related to reporting for both client and operations. On a continuous basis, this individual analyzes and reports on the most efficient and cost-effective staffing and scheduling strategies required to deliver cost-effective solutions according to pre-determined performance metrics. Directs reports include Workforce Real-time Team Leader and Workforce Forecasting and Scheduling & Reporting Analysts.
Specific Responsibilities

Specific Qualifications
University or College course completion or equivalent experience ? Minimum 5 years in a workforce management function in a complex Call Center environment ? Minimum 3 years of management experience ? Knowledge of risk analysis and use of analytical techniques ? Knowledge of Workforce management systems and processes required
? In depth Knowledge of all phases of Workforce Management, including Planning, Forecasting, Scheduling and Real Time Intra-day functions ? Excellent knowledge of call center principles and call center performance metrics / reporting

USA, Orlando, FL
Language Requirements:

Time Type:

Full time

Source: Jobsxl


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