Senior Workforce Manager

A SNAPSHOT OF YOUR ROLE

As Senior Workforce Manager, you are responsible for:

• Managing and directing the daily activities of Workforce for the global account program including WFM teams working remotely or at multiple site locations, globally
• Leading, planning, and managing functions concerned to call/contact center environment
• Leading, coaching, mentoring, training, disciplining, and reviewing WFM managers, supervisors, and analysts
• Acting as an information source and answer questions relative to contact center workforce management, contact center operations efficiency, and assigning tasks, following up and giving instructions as needed
• Ensuring that the team members receive the appropriate support and training to apply the best skills and knowledge on the job
• Ensuring that performance measurement, monitoring, and evaluations of all supervisors and analysts are managed successfully to improve...