Senior Workforce Manager

As a Senior Workforce Manager, you will be responsible for managing programme staffing to meet daily, weekly, and interval staffing requirements. The person is also responsible for achieving compliance to WFM operating procedures, oversight of WFM real-time and scheduling responsibilities and other workforce-related management tasks. You will closely coordinate with various business stakeholders; Liaise with Clients & internal stakeholders to drive and deliver information in a concise manner. You have to identify areas of opportunity and implement innovative real-time solutions to maximize efficiency and implement and perform audits to ensure accuracy in all processes and deliverables.

RESPONSIBILITIES:

General and Task Management

• Manage end to end Capacity Planning & Seat Management across campaigns
• Create or builds staffing capacity plans based on contact forecast
• Analyze contact patterns understanding daily, weekly, monthly & annual patterns.
• Create and manage reporting and analysis information from different lines of businesses, contact types, agent utilization and attrition.
• Liaise with Client & Stakeholder and eventually drive seat utilization
• Create and deliver reports to clients and managers including other Support Departments, to plan and effect measures to achieve operational and strategic business results.
• Manage deviations from the plan that have financial impact
• Monitor key manufacturing processes for capacity and demand, identify capacity constraints and provide analysis
• Review data and trends and diagnose problems and concerns
• Utilize knowledge and research methods to benchmark capacity planning activities and to drive best practice results

Relationship Management

• Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational requirements
• Coordinate cross functional activities to reconcile variances from original plans and maintain a view of actual against forecast projections
• Ensure that effective data, statistical analysis and performance metrics are available to internal stakeholders
• Perform all other duties as assigned