Workforce Manager

The Workforce Manager will be responsible for managing all intraday/real-time management processes in support of operations to achieve business service level objectives.

Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks experienced, qualified and professional individuals to join our team.
                     We are now hiring for the following position at our Montego Bay Office:

WORKFORCE MANAGER

JOB OBJECTIVE
Responsible for managing all intraday/real-time management processes in support of operations to achieve business service level objectives.

KEY FUNCTIONS AND DUTIES:

• Oversee the centralized Workforce forecasting team.
• Analyze reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency.
• Proactively provide scheduling analysis, recommendations for improvement, including headcount requirements, long-term planning, scheduling and bidding strategies, staffing strategies.
• Manage proactive approval and denial of scheduled shrinkage such as vacations, VTO, LOA.
• Lead staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance while also identifying risks.
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements and call routing to manage performance to service level requirements.
• Recognize and recommend operational and support improvements.
• Facilitate development of WFM team and exposure to industry improvements, skills and standards.

REQUIRED QUALIFIATIONS AND EXPERIENCE:

• Bachelor’s degree (BA or BSC- Business Administration or Computer Science) from a recognized tertiary institution.
• Minimum of 2 years experience in a similar position (with demonstrated track record).
  
  
  

 REQUIRED COMPETENCIES:

• In depth knowledge of all phases of Workforce Management, including planning, forecasting, scheduling and real time intra-day functions.
• Strong knowledge of call center principles and performance metrics/reporting.
• Demonstrated proficiency in Microsoft Office applications especially Excel.
• Knowledge of risk analysis and use of analytical techniques. Knowledge of Avaya, CMS, and IEX systems would be an asset.

ADDITIONAL REQUIREMENT

• Ability to work a flexible schedule (including weekends and public holidays)
  
  

All applicants must have a valid Government issued photo ID, NIS & TRN.
Successful candidates must be able to furnish a police record and pass an employment background check.

 Only short-listed applicants will be contacted.