Manager I, Planning & Scheduling

Description

The WFM Manager drives CRM contact performance and WFM Process maturity through implementation and maintenance of best practice WFM across the location accounts under the supervision and alignment of the Geo Leader. They can move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Manager ensures WFM practice balances the needs of the client, business and the needs of our agents as optimally as possible, driving continual improvement and adaptation.

• Set strategic direction and manages overall delivery of Capacity Planning, scheduling, and WFM related metrics of the accounts within the location.
• Stands as representative and Point of Contact for the clients they manage their business for the WFM part.
• Work with key stakeholders to ensure WFM initiative and priorities are aligned and...