WFM Manager

RESO; Manama; On-site; BHD 17,500 - 22,500; Full time

Job summary

An established industry player is seeking a WFM Manager to enhance staffing and scheduling efficiency in BPO operations. This pivotal role involves analyzing data, forecasting workloads, and optimizing workforce performance to meet service level agreements while maximizing productivity. The ideal candidate will lead a team of analysts, utilize advanced workforce management software, and collaborate across departments to ensure operational excellence. If you thrive in a dynamic environment and possess strong analytical and communication skills, this opportunity could be your next career milestone.

Qualifications

• 3-5 years of experience in workforce management, preferably in BPO.
• Proven experience with workforce management software and reporting tools.

Responsibilities

• Analyze data to forecast workload and optimize staffing needs.
• Create and manage agent schedules for optimal service levels.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Interpersonal Skills

Team Leadership

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Operations Management

Tools

Workforce Management Software

Microsoft Excel

Data Analysis Tools

Job description

The WFM Manager plays a crucial role in ensuring efficient staffing and scheduling for our BPO operations. This position is responsible for analyzing data, forecasting workload, and optimizing workforce performance to meet service level agreements (SLAs) while maximizing productivity.

Key Responsibilities:

1. Analyze historical data to develop accurate forecasts for call volume, workload, and staffing needs.
2. Collaborate with other departments to understand business trends and incorporate them into workforce planning.
3. Create and manage agent schedules to ensure optimal coverage and service levels.
4. Monitor real-time performance to make adjustments as necessary, including managing breaks and overtime.
5. Develop and monitor key performance indicators (KPIs) related to workforce efficiency, service levels, and employee productivity.
6. Conduct regular reporting and analysis to identify trends and areas for improvement.
7. Work closely with operations teams to communicate staffing changes, performance metrics, and other workforce-related information.
8. Serve as a point of contact for management regarding workforce management issues.
9. Utilize workforce management software and tools to enhance scheduling accuracy and reporting capabilities.
10. Stay current with industry trends and technology to optimize workforce management processes.
11. Lead and mentor a team of workforce analysts and schedulers, fostering a collaborative and high-performance environment.
12. Conduct training and development sessions to enhance team skills and knowledge.

Qualifications:

1. Bachelor’s degree in Business Administration, Operations Management, or a related field.
2. Minimum of 3-5 years of experience in workforce management, preferably in a BPO or contact center environment.
3. Proven experience with workforce management software and reporting tools.
4. Strong analytical and problem-solving skills.
5. Excellent communication and interpersonal abilities.
6. Proficiency in Microsoft Excel and other data analysis tools.
7. Ability to work in a fast-paced, dynamic environment.