Workforce Manager
il y a 2 semaines
POSTE
"Plans are worthless, but planning is everything."
Part of the performance team, the Workforce Manager is ensuring we are offering the best service to our clients.
To do so the workforce manager is responsible for the development and maintenance of the Workforce Management (WFM) cycle including Forecasting, Sizing, Planning, and reporting on WFM metrics and planning and workflow processes.
Essential duties and responsibilities
- Ensure the development and lead the WFM strategy to offer the best employee and client experience.
- Develop and monitor channel specific strategies with front team managers to ensure the reaching of our Service levels.
- Ensure the right number of agents are planned on each channel every day and throughout the day to ensure the best client experience considering both business and employee's needs.
- Ensure forecasts and planning are delivered in time and with high accuracy.
- Ensure the WFM tool setup and processes are known, updated, and aligned with the organizational strategy.
- Ensure requests from agents and managers are addressed in a timely manner keeping in mind employees and business needs.
- Ensure continuous improvement regarding WFM tools and processes.
- Ensure continuous improvement of Workflow management tools such as Calabrio, Genesys, Salesforce, to enhance client experience and increase employee's impact.
- Lead a team of WFM Business Analysts supporting all departments on planning, reporting and projects.
- Ensure the share of knowledge about WFM processes and metrics.
- Ensure continuous improvement of WFM and Service offered to clients.
PROFIL
Main Skills, Knowledge, and Personal attributes
- Ability to multitask in a fastpaced environment.
- Demonstrate ability to achieve desired results.
- Knowledge of forecasting and scheduling methodologies
- Outstanding interpersonal, communication and organizational skills
- Detail & deadline oriented with a strong work ethic
- Forward thinker with a proactive attitude
- Highly adaptable responding well to changes and feedbacks
- Team player
- Leadership
- Prioritization and time management
- Capacity to lead meetings and workshops
- Project management
- Expert in Microsoft Excel
Profile Required
- Minimum of 2 years of experience in Workforce management
- Minimum of 2 years of experience with Calabrio and Genesys
- Bachelor's degree preferred
- Experience in the luxury sector would be considered a plus
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