The senior manager workforce management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and concentrix performance metrics.
essential functions/core responsibilities
* review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.
* lead reviews of workforce management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs.
* partner with business development, operations, and clients to develop new models to support staffing and volume changes.
* lead reviews of call center efficiency and customer service performance to ensure client needs and concentrix financial performance are met.
* partner with support functions (it) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the workforce management team. Lead the development of forecasts, resource plans, and schedules for new programs
candidate profile
* associate's degree in related field from a four-year college or university with more than 5 years of relevant experience (with 3 years of progressive management experience) preferred.
* minimum 5 years related experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management.
* minimum five years of experience as wfm manager or two as senior manager wfm.
* excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.
* advanced microsoft office skills.
* proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
* demonstrated ability to mentor, coach and provide direction to a team of employees.
* demonstrated ability to take initiative and ownership with focus on continuous improvement.
* excellent attention to detail.
* demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
* solid understanding of the organization's business operations and industry. Demonstrated business acumen.
* demonstrated ability to comprehend, analyze, and interpret. Ability to analyze large quantities of raw data to create strategic action plans