WFM Manager  

Function Specific:

• Responsible for analyzing, tracking and reporting budgetary performance to the Senior Director and Operations Mangers on a monthly basis. Provide staffing forecasts, new hire class requirements, and turnover projects for annual budgets
• Create various informational reports for Human Resources, Account Services and other departments
• Manage the demands of a high-volume inbound Call/Contact center including overseeing and actively participating in the scheduling and workforce management functions
• Manage and coordinate a team responsible for forecasting, budgeting, scheduling and workforce management in a Call/Contact Center environment
• Ensure the account is staffed according to projected needs on a daily basis
• Coordinate vacation requests and communicate schedules to Call Center Supervisors
• Provide written reports as needed

Leadership and Management:

• Adopt and develop a management style of engagement, professionalism and openness.
• Develop and communicate a clear vision of the business goals to drive results.
• Build relationships with employees; establish rapport, trust and credibility
• Evaluate and develop team members to align capabilities with roles business needs and career development.
• Maintain clarity of and communicate the company’s vision and values
• Facilitate communication and collaboration within the function and across Harte Hanks
• Actively monitor and improve employee commitment, using the Harte Hanks employee survey tools and insights.

Supervision:

• Supervises work of others, including planning, assigning, scheduling and reviewing work, ensuring quality standards.
• Is responsible for hiring, terminating, training and developing, reviewing performance and administering corrective action for staff.
• Plans organizational structure and job content.
• Perform monthly and annual reviews and make appropriate wage and rate recommendations within budgetary limitations
• Manage staff responsible for forecasting call volumes, staffing levels, call handling times, service levels, payroll hours, shrinkage levels, occupancy levels, turnover, etc.

• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;