Workforce Manager (Intraday & Real-Time Management)
As a Workforce Manager, you will contribute to creating and delivering an exceptional customer experience while fostering a great employment environment at VSS. You will lead a team of Workforce Management (WFM) Specialists, overseeing the analysis and reporting of staffing projections, interval requirements, and scheduling across all accounts. Additionally, you will collaborate with Managers, Directors, Executives, and clients while managing your division and direct reports.
Key Responsibilities:
- Strategic Planning & Execution
- Contribute to strategic planning for customer support.
- Develop action plans, set objectives, and allocate resources to meet goals.
- Real-Time Management
- Monitor inbound activity and analyze key variables to make real-time adjustments.
- Ensure operational goals are met through effective forecasting, scheduling, and trend analysis.
- Recommend strategies to optimize productivity, utilization, and performance.
- Technology & Efficiency
- Utilize customer experience tools and technology to drive operational improvements.
- Identify and implement efficiency opportunities, including automation and process improvements.
- Team Development & Leadership
- Foster a culture of continuous learning and development within your team.
- Mentor and coach team members, developing programs to upskill and strengthen the team.
- Business Continuity Planning
- Own the Business Continuity Plan for operations to mitigate risks during emergency situations.
- Workforce Management Oversight
- Manage the Workforce Management Team, providing strategic direction for intraday and real-time disciplines.
- Ensure alignment between Workforce Planning and Operations for effective process execution.
- Performance Analysis & Reporting
- Perform advanced root cause analysis to identify areas for improvement.
- Deliver Monthly Business Review updates to leadership, analyzing past performance and outlining future strategies.
- Collaboration & Communication
- Lead Workforce Management meetings with Operations and key business partners.
- Handle incident and outage management to ensure business continuity.
Minimum Qualifications:
- Bachelor's or Graduate's Degree in Business, IT, Data Science, or Business Administration.
- At least 5 years of Workforce Management experience.
- Strong negotiation, time management, and leadership skills.
- Critical thinker with collaboration and problem-solving expertise.
- Advanced understanding of business process analysis.
- Excellent communication skills and fluency in English.
- Familiarity with Agile practices.
