Workforce Management Manager - Remote

Overview

We are seeking a highly skilled Workforce Management (WFM) Manager to optimize our contact center operations, manage relationships with BPO WFM teams, and enhance workforce management strategies.

In Short

• Manage relationships with BPO WFM teams.
• Develop and maintain metric reporting for BPO operations.
• Collaborate with various teams to analyze data/work trends.
• Develop forecasting and scheduling models.
• Monitor contact volume fluctuations.
• Drive continuous improvement in workforce management.
• Tackle complex assignments with initiative.
• 3+ years of experience in a WFM role.
• Proven experience managing BPO WFM relationships.
• Strong background in metric reporting and optimization.

Requirements

• 3+ years of work experience in a WFM role in a contact center environment.
• Proven experience managing BPO WFM relationships.
• Strong background in metric reporting.
• Experience developing forecasting and scheduling models.
• Ability to tackle complex assignments independently.

Benefits

• Opportunity for growth and career development.
• Supportive team environment.
• Investment in learning and bold ideas.
• Work-life balance initiatives.
• Competitive compensation package.