Workforce Management Manager (Remote!)

Snapcommerce; Toronto; Remote; CAD 80,000 - 120,000; Full time

Job summary

Join Snapcommerce as a WFM Manager where you'll optimize contact center operations and enhance workforce management strategies. You will manage BPO relationships, develop reporting metrics, and ensure performance improvements, contributing significantly to agent success and operational efficiency.

Qualifications

• Experience in workforce management and contact center operations.
• Strong analytical skills and knowledge of performance metrics.
• Ability to drive continuous improvement processes.

Responsibilities

• Develop and maintain metric reporting and insights for performance improvement.
• Establish performance metrics and conduct audits.
• Monitor contact volume and make data-driven adjustments.

Skills

Performance improvement

Data-driven decision making

Forecasting

Scheduling

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 this 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 to fuel who we are.

About this team

As a WFM Manager, you will report into the Agent Enablement & Vendor Management team. Our 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 executing 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.