Senior Workforce Manager - BPO/IT

Job Title - Senior Workforce Manager

Location - Various

Department - Workforce Management

Overview of Position

The Senior Workforce Manager is responsible to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business.

Essential

Functions

- Responsible for various functions including Capacity Planning, Resource Management, Forecasting and Scheduling

- Lead a team of individuals that design, develop and execute WFM planning which helps business drive center

KPIs

- Maintain effective relationships with Business Partners, Clients & account managers to identify areas of service improvement

- Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs

- Lead strategic initiatives which seek to achieve cost savings, service improvements and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations

- Responsible for end to end business delivery, development and implementation of contingency planning, leading to coordinate with all stakeholders to identify opportunity areas for service improvement and cost efficiencies

- Drive business benefits through self-initiated projects

- Act as a Subject Matter Expert (SME) for Resource Planning, and Scheduling

Critical Skills

- Strong analytical, problem-solving, technical, information management and decision-making skills are required

- Excellent project management and computer (MS Office) skills

- Demonstrated strong interpersonal and communication skills

- Superior organizational skills and the ability to follow through

- Service oriented

- Ability to adapt to change and innovation

Approved By: Approver Department or Name - Approval Date

- Ability to work in a fast-paced, hectic, changing environment

- Ability to adhere to all organizational policies and procedures

- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

- Strategic thinking skills

- Experience planning and monitoring for results

Educational/Work

Experience Requirements

- Post-secondary degree, or certificate, with a focus in a related discipline (required)

- Minimum 3 years experience in a Call Center or Service Oriented Industry

- Minimum of 3 years experience as a Workforce Manager managing multiple clients/accounts

- Solid experience in Capacity Planning and Forecasting