Workforce Manager

Imagine yourself going to work with one thing on your mind: you are responsible for coordinating numerous programs designed to improve the productivity of employees, including training, talent acquisition, and performance evaluation. As you tackle your new tasks for the day, you know that it will lead to one thing: you will establish appropriate and transparent systems for performing your tasks which may include maintaining employment contracts, attendance reports, personnel data and benefit packages. As a workforce manager, you will collaborate with IT to develop customized record keeping systems that can ease the storing and accessing of information, so you can better operationalize supervision of fiscal activities within your team.

As a Workforce Manager, you will ensure the accuracy of billing procedures for all clients within the site. You will identify and report on account profitability opportunities and recommend strategies to improve campaign processes. You will be held accountable for schedule adherence, service levels, absenteeism, and other applicable service and efficiency metrics. Along with this, you will forecast and prepare for voice and non-voice volume, monitor seat occupancy, average handle time and other factors to measure campaign performance.

You will also work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns; and manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations.

So, do you have what it takes to become a Workforce Manager?


So, what is it we’re looking for?

Since this is a Managerial post, we need someone who is seasoned, someone with leadership and organizational skills, to even call themselves one. If you have been managing people and teams in a Workforce Supervisor, Workforce Associate Manager, or Workforce Assistant Manager post for at least 3 years, then it’s you we are looking for!

We need someone who has the ability to manage multiple, complex, ongoing tasks and projects. Someone who has a high attention to detail and has a strong desire to optimize procedures and processes. We need someone who is proficient in statistical analysis and possesses good computer and software skills.  Someone who has a working knowledge of database applications such as MS Office (Excel, Outlook, Powerpoint), or the ability to learn technology very quickly.

We’d be eager to speak to you if you have strong verbal and written communication skills, a high achiever and self-starter; but most importantly, you’ve got to have a “people first” leadership and coaching style.

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