Workforce Manager  

Responsible for developing staffing schedules, utilizing forecasts and other information that optimizes the fit between employee skills and company requirements. Responsible for the creation and supervision of daily, weekly and monthly reports for volume, service levels, abandon rates and explain variances to forecasts.

• Proactively adjusts staffing to meet fluctuations in work volume and resources. Works across stakeholders to design, develop and continuously improve forecasting models related to staffing needs and gathers relevant information to predict future impacts.
• Applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision making.
• Supervises the capacity planning, scheduling and real time analysis
• Coordinate with Production on a regular basis and review the capacity planning on their excess or deficit staffing by process and to work on a plan to mitigate any major unforeseen issues.
• Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency for all operations

• Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters. Recommends adjustments as necessary.
• Builds long-term staffing schedules; develops and administers shift processes and creates short-term schedules that are aligned with long-term plans to optimize the fit between employee needs and resources (e.g., vacation, training, etc).
• Creates and posts accurate schedules in a timely manner.
• Works with team leaders and team managers to respond to employee time-off requests.
• Adjusts resources to accommodate unexpected changes in production volume or resource availability; determine appropriate staffing requirements
• Develops and maintains staff’s skill profiles to facilitate best available resource
• Stays current on internal work processes, policies, and procedures
• Contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity
• Participates in activities designed to improve customer satisfaction and business performance.

• Bachelor's degree preferably Medical allied course
• With 3-5 years work experience in BPO/Call center as Workforce Manager
• Excellent oral and written communication skills.
• Analytical, computer savvy, team player