Workforce Manager - Sandy Bay, Hanover (Onsite)

This is a workforce role, chiefly responsible for managing all workforce and reporting activities required to support the contact centre. Provides leadership and supervision to direct reports, ensuring consistency and quality of work effort.

This position manages all activities related to long- and short-range forecasting and planning, agent scheduling, as well as real time intra-day functions. This position also manages activities related to reporting for both client and operations. On a continuous basis, this individual analyses and reports on the most efficient and cost-effective staffing and scheduling strategies required to deliver cost-effective solutions according to pre-determined performance metrics. Directs reports include Workforce Real-time Team Leader and Workforce Forecasting and Scheduling & Reporting Analysts.

Duties and Responsibilities

• Oversee workforce forecasting, scheduling, intra-day, and reporting activities in collaboration   with National Command Centre
• Maintains working relationships with key Operations and Client Services personnel for respective sites
• Represents workforce management and reporting functions at Monthly and Quarterly Client Review Committee meetings
• Analyses reporting, staffing, and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency
• Liaises with Operations to deliver effective staffing and scheduling strategies for business units
• Validates inputs/outputs of workforce management tool(s) and direct reports as required to insure effective and efficient staffing/scheduling within the respective sites/business units
• Proactively provides workforce management and scheduling analysis and recommendations for improvement, including headcount requirements, long-term planning, scheduling & bidding strategies, staffing strategies
• Monitor and review processes, inputs and outputs for process improvement recommendations and changes
• Conduct analysis and recommends solutions to improve the performance and efficiency within the operational business units
• Validate forecast and staff planning against actual and budget
• Assist Management in strategic planning and scheduling strategies for business units
• Manage/develop performance of direct reports including coaching and performance reviews
• Provides input for Business Units budget and validates actual forecast
• Provide recommendations and analyses for new business opportunities

Required Qualifications and Skills

• Bachelor’s Degree in Business Administration, Management, or related field
• Minimum 5 years in a workforce management function in a complex Call Centre environment
• Minimum of 3-years of supervisory / leadership experience

• Must be proficient in the use all MS Office products
• Strong analytical and problem-solving skills
• Experience analyzing, interpreting, and summarizing complex data as it relates to Contact Center, and processes
• Excellent written and verbal communication
• Detail, accuracy, and quality focused
• Strong organizational skills and follow-through
• Interpersonal skills
• Change management
• Adaptable to work environment, including but not limited to working the hours required to meet business needs, multi-tasking, and adapting to change
• Ability to quickly learn and implement new systems, procedures, and business processes
• Ability to work effectively with cross-functional teams
• Manage Contact Center projects as assigned
• Supervision of WFM Real-Time Analyst (Intra-day)
• Supervision of WFM Sr. Analyst (Forecasting & Reporting)