A Workforce Manager oversees productivity at companies by assessing, analyzing, and reporting employee productivity at the individual, departmental and institutional levels. They determine the best way to utilize employees productivity skills using techniques and theories of workforce management.
Roles & Responsibilities
- Provide effective coaching and feedback to the Assistant Managers and/or WFM Senior Executives to enable them to improve their performance
- Serves as a subject matter expert and mentors the team regarding Capacity Planning, Forecasting and Scheduling, and Real Time Queue Management standards, quality of outputs, problem resolution, and critical thinking
- Articulate performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual staff and team performance
- Provides recommendations on balancing staffing requirements with operational efficiencies and financial goals
- Review and ensure staffing plan for all processes is current and updated
- Manages and coaches a team of WFM employees on performance, quality, and output.
- Coordinates with WFM Business Partners to ensure critical assignments and deliverables are met.
- Directs teams on using and applying WFM standards and tools to support operational business.
- Establishes development goals and works with the WFM employees on a roadmap to achieve them.
- Monitors the qualitative and quantitative work product produced by the team.
- Ensures completion of mandatory WFM training and knowledge verification.
- Implements and manages employee adherence to WFM standards and processes.
Competencies for the job
- Process Compliance
- People Management & Retention
- Data Analysis and Reporting
Skills
- Revenue Projections
- Knowledge of WFM tools and systems
- Scheduling, Capacity Planning, and Forecasting
