Workforce Management Manager (Remote!)

Snapcommerce; Vancouver; Remote; CAD 80,000 - 110,000; Full time

Job summary

A leading company is seeking a Workforce Management (WFM) Manager to enhance contact center operations in Vancouver. This role involves optimizing workforce strategies, managing BPO relationships, and driving continuous improvements through data analysis and performance metrics. Ideal candidates will have a strong background in workforce management and analytical skills to support operational excellence.

Qualifications

• Experience in workforce management within a contact center environment.
• Strong analytical skills to develop insights from data.
• Proven ability to manage relationships with BPO teams.

Responsibilities

• Optimize contact center operations and enhance workforce management strategies.
• Develop and maintain metric reporting and performance metrics.
• Conduct audits and recommend process changes for continuous improvement.

Skills

Data analysis

Performance metrics

Forecasting

Scheduling

Problem-solving

Education

Bachelor's degree in Business or related field

Job description

We started to help maximize lives–both the lives of our customers and the lives of our employees– so that everyone can experience all that life has to offer. For our employees, our promise is that it is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.

We are more than a company; we care about our people and take career progression seriously. This is your career, and our aim is to supercharge it, fueling who we are.

About this team

As a WFM Manager, you will report to the Agent Enablement & Vendor Management team. Our Agent Enablement and Vendor Management team is a vital component of the Operations organization. They focus on optimizing agent performance and processes, managing all operational activities from staffing and training to the execution of critical processes within BPO centers. This team also serves as the ultimate escalation point for unresolved agent issues, offering robust support and effective problem-solving to ensure seamless operations and agent success.

About this role

We are seeking a highly skilled Workforce Management (WFM) Manager to optimize our contact center operations. You will manage relationships with our BPO WFM teams and collaborate to enhance workforce management strategies.

Your main responsibilities include developing and maintaining metric reporting, generating insights for performance improvement, and establishing performance metrics. You will also develop forecasting and scheduling models, monitor contact volume fluctuations, and make data-driven adjustments to ensure adequate coverage.

This role offers the opportunity to drive continuous improvement in workforce management, conduct audits, recommend process changes, and maintain best practices. You will work closely with key stakeholders to address critical business questions and shape our workforce management strategies.