Imagine yourself going to work with one thing on your mind: to deliver the world's best customer experience by striking a balance between service and cost. As you tackle your new tasks for the day, you know that it will lead to one thing: that you will supervise the Operational and fiscal activities of the Workforce Management team.
As a Workforce Manager, you will ensure accuracy of billing processes and 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 level, absenteeism, and other applicable service and efficiency metrics. Along with this, you will forecast and prepare for voice and non-voice volume and 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. You will 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? Well, since this is a managerial post, we need someone who already has the skills to even call themselves one. So we need someone with at least 3 years of experience in a Workforce Supervisor, Workforce Associate Manager, or Workforce Assistant Manager post. We also need someone with strong verbal and written communication skills.
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. We need someone who’s proficient in statistical analysis, has 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 quickly.
We need someone who’s proficient in reporting and someone with strong coaching skills.
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