Workforce Manager

Descriptions:

• Manage the scheduling, forecasting, and real-time tracking of call center staff to ensure smooth operations and meet performance goals.
• Monitor daily performance and adjust schedules as needed to meet service targets (SLAs and KPIs).
• Work closely with operations, training, and other teams to align workforce plans with company goals.
• Ensure agents follow their schedules and quickly address issues like lateness or absences.
• Use past data to predict call volumes and staffing needs, then create schedules to ensure the right coverage.
• Analyze call center data to find ways to improve efficiency and performance.
• Partner with managers and supervisors to solve staffing issues and operational problems.
• Keep open communication with agents, sharing timely updates about schedules or any changes.

Requirements:

• At least 5 years of Workforce Management experience in BPO setting