Workforce Planing Manager  

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• Ensures accurate FTE Capacity Plan and up to date e.g. historical data
• Assists management team in crafting and implementing applicable WFM process
• Assists the management team in making decisions about the staff/seat planning through well-informed and verifiable insights
• Measures SLA achievement daily/weekly/monthly and presents the outcome, wins, and opportunities to the management team
• Monitor attendance, schedule adherence and occupancy rate
• Prepares intraday reports on staff attendance.
• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Communicate with management and operations team to ensure compliance with company standards.
• Maintain running report of attendance incidents.
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Provides leadership and supervision of workforce team members
• Ensures regular coaching, feedback, growth and recognition is being done with team members
• Performs any other related duties as required or assigned.

• Bachelor’s degree preferred, or 3 plus years’ relevant work experience.
• 2-5 Years’ experience in Workforce Management, preferably in contact centers with at least 500 HC.
• Experience with Workforce Management software (planning, scheduling, performance tracking, reporting, knowledge in SAS is a plus).
• Demonstrated strong analytical skills, with emphasis on planning, forecasting, scheduling, reporting.
• Ability and willingness to learn new software applications.
• Skills in complex problem solving, judgment, critical thinking and decision making.
• Ability to be highly organized with an emphasis on accuracy and timeliness.
• Ability to organize information and have attention to detail and accurately follow procedures.