Group Manager WFM
3 days ago
Role & responsibilities
- Lead and manage a team of WFM Analysts, Planners, and Real-Time Analysts.
- Develop and maintain short-term and long-term forecasting models based on historical data, business inputs, and seasonality.
- Create efficient staff schedules that balance employee preferences, business needs, and service level targets.
- Monitor real-time performance and take proactive steps to mitigate staffing or service disruptions.
- Analyze WFM metrics (AHT, shrinkage, occupancy, adherence, etc.) and provide actionable insights to operations leaders.
- Coordinate with Operations, HR, and Training to manage hiring plans, onboarding, and attrition impacts.
- Ensure WFM systems and tools are effectively utilized and recommend improvements where needed.
- Produce and present regular performance reports and strategic staffing plans to senior leadership.
- Ensure compliance with labor laws, company policies, and scheduling fairness.
- Support business continuity planning and incident management from a staffing perspective.
Preferred candidate profile
- Bachelors degree in Business, Operations Management, Statistics, or a related field.
- MBA or equivalent is a plus.5+ years of experience in Workforce Management, including 2+ years in a managerial or lead role.
- Strong knowledge of WFM tools (e.g., NICE IEX, Verint, Genesys, Teleopti, Aspect).
- Experience in a high-volume contact center or service environment.
- Analytical mindset with strong Excel and data visualization/reporting skills (e.g., Power BI, Tableau).
- Excellent communication, leadership, and stakeholder management skills.
- Ability to work under pressure and adapt in a fast-paced environment.
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