Vacancy details

Job Title: Workforce Manager

Reports to: Workforce Director

Job responsibilities:

• Manage a team of workforce specialist,
• Provide clear guidance to the team and push for “proactivity” posture.
• Owns the development and implementation of staffing and metric models, reporting and analysis.
• Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.
• Train team members, managers, and trainers on the use of workforce planning tools.
• Communicate with management and operations team to ensure compliance with client and company dialing standards.
• Develop reporting processes, dashboards and presentations to fulfill senior leadership reporting needs.
• Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.
• Work with clients and use data to identify the changing skills workers will need, skills adjacencies, and craft learning and career path plans based on objectives
• Help teams design and craft ways for employees to learn and to roll out the continuous learning people need to perform effectively as organizations pivot at speed and scale.
• Assist management to design digital learning models that include using Artificial Intelligence for skills development and content curation.

Job Requirements:

Experience

• 5 years’ experience covering different roles with WFM in contact center environment.
• Proven experience communicating with peers and associates
• Proven skills managing people and complex situations

Education

• Bachelor's or Graduate's Degree in business, IT, data science, or business administration

Languages

• English (required)
• Other languages (nice to have)

Tools and Applications

• Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.
• SQL/VBA macros an asset
• Experience with IEX, CMS, Avaya, IEX is an asset