Workforce Manager - BPO/ITeS

In this role, you will:

- Monitors forecasting effectiveness and accuracy at all levels.

- Ensures service levels and productivity goals are met. Implements and maintains workforce management platform.

- Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.

- Coordinates all reporting related to workforce management.

- Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support.

- Organizes project tasks, structures information collection activities and sets time lines for completion of required tasks.

- Develops and maintains scheduling processes.

- Serves as the resident expert on workforce management.

- Participates in long range planning and the formulation of goals.

- Oversees technology and process improvements to ensure the highest level possible customer satisfaction and cost effectiveness.

- Collaborates with Information Systems staff to design, implement and maintain customer - communications systems.

- Develops presentations around project recommendations and implementation and presents them to senior management.

- Completes special projects as needed.

- Hires, trains, coaches, counsels, and evaluates performance of direct reports.

Required Qualifications, International:

- 12+ years of Workforce Management experience - Specific to Voice Operations

- Leading a team of more than 10 people

- Great communication Skills

- Aware of all new age workforce management tools and applications