The Workforce Manager will play a crucial role in ensuring efficient call center operations by overseeing scheduling, forecasting, real-time management, and analytics through a dedicated team. The ideal candidate will have excellent analytical skills, strong communication abilities, team development experience, and the flexibility to thrive in a dynamic startup environment.
Key Responsabilities
· Develop and implement workforce management strategies, including creating forecasts, scheduling, and real-time adherence. Assist in negotiating required headcounts based on forecasted data and business needs.
· Oversee the monitoring of real-time call volumes, staffing levels, and agent adherence, ensuring timely adjustments to meet service-level goals through direct supervision and guidance of Real-Time Analysts (RTAs).
· Develop and mentor team members, providing ongoing coaching and professional growth opportunities.
· Own and manage the invoicing process, ensuring accuracy, timeliness, and effective communication with internal stakeholders and clients.
· Lead and oversee the payroll reporting process, ensuring accuracy, compliance, and timely submission in coordination with HR and Finance teams.
· Analyze historical call data to accurately forecast staffing requirements, predict trends, and proactively manage potential impacts.
· Create, publish, and maintain accurate agent schedules, incorporating training, meetings, breaks, vacations, and absences.
· Lead the creation and maintenance of operational and financial dashboards and metrics reports, providing clear and insightful analytics to support business decisions.
· Provide timely and detailed reporting on workforce performance metrics, including adherence, occupancy, service levels, and productivity.
· Collaborate closely with Operations Managers, Supervisors, and HR to align workforce planning with business objectives.
· Utilize workforce management tools to ensure effective resource utilization and maximum operational efficiency.
. Continuously improve workforce management processes through regular evaluation and feedback.
Qualifications
· Minimum of 3-5 years of Workforce Management experience in a call center environment.
· Advanced proficiency in workforce management software; experience with AWS is highly desirable.
· Exceptional written and verbal communication skills (minimum B2+ to C1 English proficiency required).
· Demonstrated capability in mentoring, developing, and leading small teams.
· Proven expertise in forecasting, scheduling, invoicing, payroll reporting, dashboard creation, and real-time operations management.
· Strong analytical, problem-solving, and organizational skills.
· Capacity to multitask and rapidly adapt in a fast-paced startup environment.
· Bachelors degree in Business Administration, Operations Management, or a related discipline preferred, though not mandatory.
Reporting Structure:
· Reports to: Director of Operations
· Supervises: RTA and WFM Analyst
Metrics for Success:
· Achievement and maintenance of targeted service-level agreements (SLAs)
· Accuracy of forecasts compared to actual staffing needs (forecasting variance)
· Improvement and consistency in agent adherence and occupancy rates
· Timeliness and accuracy of payroll and invoicing processes
· Quality and clarity of operational and financial dashboards and reports
· Employee engagement and satisfaction within the workforce management team
· Effective headcount utilization aligned with business growth objectives