Workforce Manager

Description

Analyzes center and agent historical performance, generates forecasts, generates schedules, and manages schedule changes while ensuring the successful delivery of quality service to the Clients.

At itel-BPO Solutions we have four values that stand behind everything we do.  Incorporating these in all we do elevates our brand and makes a meaningful difference in our communities.
Our 4 Y‘s are:

• QualitY
• IntegritY
• ReliabilitY
• FamilY

We are looking for persons to join our FamilY at our Kingston location as a Workforce Manager!
The Workforce Manager analyzes center and agent historical performance, generates forecasts, generates schedules, and manages schedule changes while ensuring the successful delivery of quality service to the Clients.
KEY RESPONSIBILITIES AND DUTIES:
General

• Collection, analysis and reporting of historical center performance statistics
• Collection and analysis and reporting of historical agent/team performance statistics
• Manage long-term forecast/staffing plan and lead monthly staffing plan meeting
• Work with Human Resources, Recruiting, and Training to coordinate the hiring and
• training of new employee resources where needed
• Work with training and operations to coordinate multi-skill training for existing agents
• Oversee communication to new hires on schedule process
• Oversee short-term workload forecasting
• Oversee scheduling philosophy of schedule assignments
• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and downtime etc…
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversee analysis and reporting of employee performance including schedule adherence
• Recognizes and recommends operational and support improvements
• Perform other duties and assignments as directed

Reporting

• Examine and evaluate purpose and content of business reports to develop new, or improve existing flow, format, frequency, distribution and purpose or function of report
• Confer with persons receiving reports to identify problems and to gather suggestions for improvements
• Evaluates findings, using knowledge of workflow
• Recommends establishment of new or modified methods and procedures to improve performance, efficiency or effectiveness
• Create a synopsis of the attached report outlining,
• Opportunities
• Successes
• Game plan (or action/s taken) to improve opportunities
• Concerns
• Follow up on concerns and opportunities to ensure these are resolved

             
QUALIFICATIONS:

• Workforce management subject matter expert with at least three years' experience
• Proficient in MS Word, MS Excel, MS PowerPoint
• Strong mathematical, analytical, communication, and organization skills
• Self-motivated and MUST excel in a minimally managed, high profile position
• Must have at least five years of contact center WFM experience or three years of WFM management experience

APPLY NOW