WFM Manager

Mission:

The WFM Manager is pivotal in driving the efficiency and effectiveness of our workforce to meet the evolving demands of omni-channel support (including chat, email, voice, SMS, and social media) and AI integration. This role is crucial for developing and implementing advanced workforce management strategies that leverage technology to optimize operations, reduce costs, and improve service quality. The manager will build, lead, and develop a team capable of executing innovative WFM solutions, training newcomers to become skilled specialists, and continuously enhancing our systems/tools/workflows from scratch as needed.

Key Responsibilities:

• Strategic Development and Implementation: Design and implement advanced workforce management strategies that integrate AI technology to enhance operational efficiency and reduce costs. This includes capacity planning, forecasting volume, and developing systems and workflows that support our omni-channel services.
• Team Building and Leadership: Recruit and onboard a high-performing WFM team, fostering an environment of growth and innovation. Lead by example in mentoring and developing team members, including creating comprehensive training programs to transform individuals with no prior WFM experience into expert WFM specialists.
• Performance and Metrics Oversight: Develop, update, and manage the WFM Scorecard and KPIs to reflect new business economics and AI capabilities. Oversee schedule management, utilization management, and performance reporting and analysis. Regularly assess and optimize performance metrics to ensure alignment with business goals.
• Project Management and Process Improvement: Develop and manage project plans, timelines, and budgets in collaboration with project teams. Monitor progress, coordinate and lead meetings, and establish governance. Identify opportunities for process improvement and implement changes to increase efficiency and effectiveness.
• Proactive Problem Solving and Upskilling: Anticipate and proactively address issues before they impact the business, demonstrating foresight and strategic planning capabilities. Continuously enhance team capabilities through targeted development initiatives and upskilling.
• Cross-functional Collaboration and Stakeholder Engagement: Work closely with various departments to ensure seamless integration of workforce management strategies and operational efficiency. Manage relationships with external vendors and partners as needed, ensuring all stakeholders are informed and engaged.

Key Business Processes:

1. Forecasting: Utilize historical data and predictive analytics to forecast contact volumes and workload across all channels accurately.
2. Capacity Planning: Develop robust models and strategies for optimal staffing that meet SLAs and cost targets.
3. Scheduling: Manage effective scheduling to ensure full coverage and operational efficiency, accommodating employee preferences and business needs.
4. Real-Time Management: Oversee real-time operations to adjust staffing and manage performance intra-day.
5. Training and Development: Establish training programs that cover WFM's technical and operational aspects.
6. System and Workflow Development: Improve WFM systems and workflows to support advanced workforce management.
7. Reports and Analysis: Build and maintain reporting dashboards that provide actionable insights for internal and external stakeholders.
8. Strategic Workforce Initiatives: Lead projects to align workforce capabilities with long-term business goals, including AI integration.

Requirements

Qualifications:

1. Experience: 2-5 years in workforce management, data management, and call center operations, with a preference for candidates who have held a managerial or assistant managerial role.
2. Technical Skills: Solid knowledge of manual forecasting, capacity planning, and scheduling across multiple channels such as Voice, Chats, Social Media, and SMS. Proficient in MS Excel, MS Access, and Google Docs/Sheets, and familiarity with BigQuery is advantageous.
3. System Development: Experience developing WFM systems, tools, and workflows from scratch using various SaaS tools. Familiarity with custom WFM tool creation is ideal.
4. AI and Analytics: Understand the basic concepts of routing and traffic management and is knowledgeable about AI applications in workforce management. Ability to gather, analyze, and interpret data to inform business decisions.
5. Soft Skills: Demonstrates excellent organizational, communication, and presentation skills. Able to define problems, use good judgment, and apply logical reasoning in decision-making.
6. Self-motivation and Adaptability: Must be self-motivated, capable of working independently and taking initiative. Agile and proactive with a flexible approach to work schedules.
7. Education: Bachelor’s degree in Statistics, Mathematics, Computer Science, IT, Business Management, or a related field is a plus.

Competencies:

1. Business Awareness and Strategic Decision Making: Understands the company’s operations and competitive landscape, stays informed about industry developments and thinks critically about implications. Utilizes balanced judgment to make strategic decisions that align with business objectives and market conditions.
2. Planning and Organising: Demonstrates expertise in forecasting, scheduling, and managing staffing to ensure optimal operations across all customer interaction channels, responding effectively to unforeseen events.
3. Analysis and Problem Solving: Possesses strong analytical skills to interpret complex data, identify trends, and develop innovative, cost-effective solutions that enhance operational efficiency and service quality.
4. Communication and Team Leadership: Skilled in clear communication, fostering strong team dynamics, and developing stakeholder relationships. Encourages team cooperation and prioritizes team goals over individual goals.
5. Adaptability and Initiative: Rapidly adapt to new situations and technologies, demonstrating independence in taking proactive steps to improve processes and outcomes. Responds positively to change and effectively manages competing demands.

Remote-work Readiness Requirements:

1. Must have the following for remote work:

1. Reliable high-speed internet connection with a backup
2. Computer (laptop or desktop) with a recommended quad-core CPU 2.5 GHz+, at least 8GB of RAM, and dual monitors
3. Headset, microphone, and webcam for attending meetings
4. Dedicated workspace without distractions

2. Preferably, have at least one year of experience working from home.

Benefits

1. Salary depends on experience (We get paid weekly in USD)
2. HMO Reimbursement 
3. Paid Time Off
4. Weekends Off
5. Work from home, fully remote, no office visits required

Last updated on May 3, 2024