Senior Workforce Manager

QUALIFICATIONS:

l College graduate of a business or technical course and from a reputable institution

l Minimum of 10 years of Workforce Management experience in Contact Center environment

l End-to-end WFM experience (Real-Time Management, Scheduling, Capacity Planning)

l With at least 5 years of managing group/s of Workforce Management professionals providing end to end services to multiple campaigns, or combined agent  headcount of more than 6,000. 

l Solid experience in supporting contact center/s of multiple mediums, and preferably with hands on experience supporting a work-at-home operations set up. 

Skills Requirements:

l Mastery of Workforce Management Mathematics.

l Expert user of WFM applications not limited to Aspect eWFM, Verint, iEX, etc. 

l Able to clearly articulate performance results to internal and external stakeholders.  

l Excellent verbal and written communication skills. Ability to communicate in a clear and concise manner. 

l Must be a quick thinker, with a high sense of urgency, and sound problem solving skills.

l Ability to continually support people through individual development plans.

l Excellent facilitation skills.

l Able to start and manage one or more simultaneous projects.  

l Extensive background in process writing and can perform periodical compliance audits.

l Exceptional analytical skills.

l Proficient in using Microsoft Office software products.