Workforce Manager - WFM Contact Center

Descripción de la oferta

We are seeking an experienced Workforce Manager to lead our Workforce Management (WFM) team in a dynamic, multi-channel contact center environment. This role is pivotal in optimizing scheduling, managing queues, and ensuring performance efficiency across global operations.
The ideal candidate will have a proven track record in real-time management, forecasting, and scheduling, coupled with strong leadership abilities to develop a team of WFM analysts. You will play a key role in meeting service level agreements, collaborating across departments, and using WFM tools to achieve operational excellence.
Key Responsibilities:
Lead and manage a geographically dispersed Workforce team.
Oversee forecasting, scheduling, and real-time management for multiple campaigns.
Develop and execute WFM processes aligned with business needs.
Conduct regular audits and compliance checks for service quality.
Collaborate with Operations and IT to optimize staffing needs and minimize costs.
Analyze performance trends and recommend improvements.
Ensure all client contractual obligations are met.
Train and mentor WFM personnel.
Required Qualifications:
Bachelors degree in Business or a related field.
5+ years of Workforce Management experience in a contact center environment.
3+ years managing Workforce Analysts for operations exceeding 6,000 agents.
Expertise in WFM tools (eWFM-Aspect, NICE IEX, Verint, Genesis).
Advanced proficiency in Excel and Microsoft Office.
Strong analytical and communication skills.
Experience supporting both brick-and-mortar and remote contact center setups.
Ready to take the lead in workforce optimization? 
Apply Now

Requerimientos

• Educación mínima: Universidad / Carrera tecnológica

Palabras clave: lider, jefe, gerente, manager, director, chief, lead, jefatura, regente

Hace 4 días

Acerca de TWW SAS

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 28,000 customer experience specialists, at 50 contact centers and a large network of home...

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 28,000 customer experience specialists, at 50 contact centers and a large network of home agents, across 23 countries, delivering services in 33 languages to international brands in various industries. We are Transcom.

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