Manager, Workforce Management
TP
Job Level
Junior
About the role
- Oversee customer service team in real time globally, reporting to the Global Real Time Manager
- Analyse data using WFM methods and software to inform decisions
- Suggest ideas and actions for long-term planning and short-term reactions to crises
- Monitor service levels for all queues and sites to meet efficiency and service level goals
- Monitor agent performance and schedule adherence; intervene for demand spikes or vendor supply issues
- Adjust staffing levels (re-skilling agents, arranging PTO, leveraging overtime) to meet SLAs
- Communicate changes in incoming contact patterns to operations and the WFM team
- Communicate impacts of events to the team responsible for short term planning
- Prepare and send performance reports and feed a daily log summarizing KPIs and compliance reasons
Requirements
- Must be proactive and able to work independently
- Strong attention to detail and accuracy
- Strong sense of urgency
- Must monitor and manage workforce performance in Real Time (evenings, weekends and some Bank Holidays)
- Minimum of a year and proven experience in Workforce and Real Time Management
- Desired proven experience of WFM systems such as Teleopti, IEX or similar WFM systems
- Strong Excel or Google Sheet modelling skills (pivot tables, index match formula)
- Proven analytical skills and mindset
- Proven track record of creating strong relationships with customer care operations, support teams and outsources partners
- Proven experience working in a fast pace environment
- Fluent French speaking and writing is beneficial
- Willingness to work 24/7 rotational shift pattern
