The Workforce Manager produces historical reports, interpret what they say, normalize the data, organize it, and store it. Using that history, generate and actual forecast showing volume, handle time and required staff using specific service goals. A micro-forecast (intraday) and a macro-forecast (monthly, annually, etc.) will be necessary. Create schedules from the forecast that are compliant with the company’s policy and are accepted by the agents who must work them.
Bachelor's/College Degree, Post Graduate Diploma / Master's Degree, Professional License (Passed Board/Bar/Professional License Exam), Post Graduate Diploma / Master's Degree, any field
1-3 year(s) of supervisory/managerial experience in Workforce Management within the call center/ customer service industry
Preferably Assistant Manager / Managers specializing in Corporate Strategy/Top Management or equivalent
Working knowledge of workforce management process, concepts, and principles (i.e., staffing projections, scheduling, service level analysis, metrics monitoring)
Knowledge of business planning, corporate planning, and/or Manpower Scheduling preferred. Prior knowledge of client specifics (i.e., nature of account, metrics) preferred
Working knowledge of call center operations and organization