Manager, Workforce Management Job Description
Manager, Workforce Management Duties & Responsibilities
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Sample responsibilities for this position include:
Manager, Workforce Management Qualifications
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Licensing or Certifications for Manager, Workforce Management
List any licenses or certifications required by the position: PMP, BA, ITIL, PMO, ASQ
Education for Manager, Workforce Management
Typically a job would require a certain level of education.
Employers hiring for the manager, workforce management job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Business/Administration, Finance, Economics, Mathematics, Statistics, Management, Graduate, Education, MBA
Skills for Manager, Workforce Management
Desired skills for manager, workforce management include:
Desired experience for manager, workforce management includes:
Manager, Workforce Management Examples
Manager, Workforce Management Job Description
- Identifies and helps implement new protocols for the Americas Consumer Care Center, GBNF and GCC
- Supports development
- Supports in-store General Operating Processes with cross-functional partnership including
- Partner with contact centre management and operations to deliver effective forecasting for all lines of business and optimizing resource planning to deliver a superior client and employee experience while maximizing efficiencies
- Proactively provide workforce management and scheduling analysis of procedures and/or structure and make recommendations for continuous improvement, including recruiting requirements, long term planning and staffing strategies to ensure maximum effectiveness and efficiency
- Manage and optimize the end to end forecasting process leveraging best in class methodologies
- Lead and manage the FTE Governance Process
- Responsible for supporting and optimizing Kronos WFS and WFAN
- Manage and optimize the end to end forecasting process leveraging best in class methodologies and technologies
- Proactively provide workforce management and forecasting analysis of procedures and/or structure and make recommendations for continuous improvement, including recruiting requirements, long term planning and staffing strategies to ensure maximum effectiveness and efficiency
- French language skills an assetKnowledge of labour tax impacts
- Analytical skill to support rate card strategy
- Degree in Business, Communications, Journalism, Advertising or related field
- Minimum 5 years previous experience inclusive of 1 year in a supervisory capacity
- Excellent analvtical, oral and written communication skills
- Must possess comprehensive knowledqe of company products and consumer communications software
Manager, Workforce Management Job Description
- Lead and provide oversight over CWM Program expansions globally
- Lead and provide oversight over the implementation of new operating models for all groups
- Partner with the CWM internal and external stakeholders, capturing feedback and implementing changes to improve user/client experience, managing relationships and changes with all stakeholders for any new procedures or system enhancements
- Lead and provide oversight of day-to-day operational activities ensuring efficient operations, SLAs are met, compliance and regulatory requirements are met, timely and accurate reporting and effective resolution of escalations
- Counsel stakeholders on CWM Policy and advise managers on best practices for contract workforce management to prevent co-employment risk
- Produces short term forecast for 3 lines of business, that includes a daily look at our staffing levels
- Manages schedules for 4 lines of business, and makes recommendations on schedule changes to ensure service goals are met
- Provides reports to Line of Business Management team that identifies service level by day
- Collaborate with the Senior Analyst in charge of Genesys routing
- Provide a continuous review of standard operating procedures
- Proven ability to manage multiple, conflicting priorities effectively
- Computer literacy including MSWord, MS Outlook, Windows XP, Excel, Powerpoint
- Detailed knowledge of Windows applications
- Advanced experience utilizing Genesys Work Force Management or Genesys routing system or other work force management software/applications
- Strong sales and / or marketing experience in retail bank or financial institutions with minimum 7 years of experience
- Ensure accuracy in tracking the sourcing process and metrics for each requisition
Manager, Workforce Management Job Description
- Manage capacity planning and agent scheduling processes across the enterprise including Card business (CSE, Collection, New Accounts and CPS) Consumer Banking business areas (Deposit, DPL and DSL)
- Acts as subject matter expert related to the workforce planning and scheduling methodologies
- Identify workload optimization opportunities across various functional areas to improve operation efficiency and business performance
- Analyze company and industry information and news to identify workforce trends and challenges
- Align and leverage organizational systems and stakeholders in order to accomplish major initiatives
- Create innovative programs, events, and campaigns to generate awareness, build candidate pipeline and drive recruiting efforts resulting in candidate conversion
- Provide information and/or make presentations on workforce development issues, programs, services and plans to company and property leadership and external clients, including local commissions, civic groups, businesses, individuals and the general public
- Manage, supervise, and lead the Workforce Analyst team responsible for forecasting demand, headcount, scheduling, skilling, and performance management
- Responsible for hiring, ongoing training, coaching and development, and performance management with the Workforce Management Analyst team
- Provides oversight for multiple simultaneous international workforce related projects and ensures the team uses efficient processes with steps to ensure an accurate output
- Ensure compliance with all company best practices and federal and state legal requirements
- Maintain a solid understanding of the competitive landscape for technology talent in NYC, Atlanta, Burbank and Seattle
- Build knowledge of the divisions’ technology needs and help the contingent labor providers proactively build a pipeline of qualified candidates
- Understand new technologies used by the divisions and help develop strategies for identifying candidates with those skill sets
- Build technical and functional credibility with demand managers
- Work with other cross functional groups to ensure compliance with processes and help resolve issues with billing, onboarding, offboarding
Manager, Workforce Management Job Description
- Communicate pertinent information about the day-to-day operation of the Workforce department C3 as a whole both verbally and in writing to Senior Director of Global Workforce Management
- Track and monitor all project deliverables, resourcing and client meetings as necessary
- Set project goals and objectives for project team or work unit
- Monitor project performance, checking actual performance against planned performance to ensure technical, schedule, and budget goals are met or exceeded
- In addition, provide personnel with timely, constructive, and actionable feedback that increases individual and team effectiveness
- Anticipate and identify project risks
- Understand current process workflow and come up with the proactive MIS / ideas to assist business with improved performance
- Assist business with additional revenue generating opportunities by identifying scope for better resource optimization techniques
- Responsible for development of workforce strategy and execution to achieve customer expectations
- Conduct advanced, in-depth analysis of WFM processes, identify opportunities for improvement, and consult with client relations and operations leadership to present action plans to optimize revenue and enhance program performance
- Conduct and/or participate in weekly calls with providers
- Recommend ideas and strategies for fine tuning standard processes that fit within the program’s mission to deliver the highest quality results to the customer and help to implement those processes
- 8+ years of corporate and/or search firm recruiting experience of technology roles
- 10+ years of experience working within a Technical environment, strong understanding of Information Technology market, technical roles and skills
- Must be able to work on multiple specs in Information Technology including Infrastructure, App development, Business Analysts, Project Managers, web and client server technologies
- Ability to understand and keep abreast of technology trends used in the company
Manager, Workforce Management Job Description
- Lead performance reviews and improvement action planning across programs
- Deliver optimal scheduling for our internal chat center and clients while preserving employee value
- Build in depth, dynamic pricing models for new business acquisitions
- Create and execute recovery plans for under-performing programs
- Help sales account executives from time to time in scoping the estimated agent size of their deals
- Help to support the Customer Support organization with live chat staffing questions
- Work with the R&D team on WFM-related initiatives
- Provide leadership and direction to frontline managers who support teams of unionized Workforce Management Associates
- Provide leadership and direction to frontline managers who support teams of unionized CEP-Clerical Quality Audit Associates
- Oversee and ensure usage and maintenance of call models for assigned environments and deliver the highest level of call forecast accuracy
- Ability to work in a fast paced environment and fulfill positions quickly is essential
- Must have basic understanding of US Labor and Immigration law
- Experience with Genesys WFM (preferred)
- At least 2 years' experience leading a Workforce Management team
- At least 5 years' Forecasting experience
- At least 2 years' experience converting call volume & workload forecasts into number of agents required