Job Overview
Are you a strategic leader with a passion for optimizing workforce performance in a high-volume BPO environment We are seeking a
Senior Workforce Manager to oversee the forecasting, scheduling, and real-time management of our contact center operations. As a key member of the management team, you will take ownership of optimizing resources across multiple lines of business to ensure the highest level of service delivery, cost efficiency, and employee engagement.
You'll play a pivotal role in driving performance improvements, managing complex workforce analytics, and collaborating with senior leadership to implement strategies that align with organizational objectives. If you have a track record of successfully leading teams, optimizing operations, and delivering actionable insights to drive business success, this is the role for you.
Key Responsibilities
- Lead the development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements.
- Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business units.
- Oversee real-time scheduling and adjustments to ensure service delivery, minimize idle time, and manage volume spikes.
- Utilize data and insights to adjust resource allocation dynamically.
- Drive continuous improvement initiatives to optimize workforce performance and service delivery.
- Proactively identify inefficiencies and implement strategies to reduce costs while improving customer experience.
- Provide high-level reporting to executive leadership, including revenue attainment, service levels, and other key performance indicators (KPIs).
- Analyze performance data and provide actionable insights for decision-making.
- Lead, mentor, and develop a team of Workforce Analysts and Managers. Set clear goals and performance expectations, provide ongoing coaching, and ensure professional development through training programs and career growth opportunities.
- Act as a key liaison between workforce management and other departments (Operations, HR, IT) to align workforce strategies with broader business goals. Influence decision-making through data-driven recommendations.
- Oversee the implementation and optimization of workforce management software and telephony systems.
- Ensure systems are aligned with operational needs and continuously explore new tools and technologies to improve workforce management processes.
- Ensure adherence to company policies, industry regulations, and best practices in workforce management.
- Maintain a strong focus on quality assurance and performance standards.
Minimum Requirements
- 8+ years of experience in workforce management, with at least 5 years in a leadership role within a BPO or contact center environment.
- Proven track record of managing large teams and driving operational improvements in a fast-paced, dynamic environment.
- Advanced proficiency in Workforce Management software (e.g., NICE, Verint, Aspect) and Telephony systems.
- Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and data analysis tools.
- Excellent communication and interpersonal skills with the ability to collaborate across all levels of the organization.
- Ability to work in a flexible environment and manage multiple priorities while maintaining a high level of accuracy and attention to detail.
Preferred Skills
- Experience with advanced workforce analytics, including forecasting models, workforce optimization strategies, and real-time management.
- Project management skills and experience leading cross-functional initiatives.
