Sr. Manager, WFM

CNX; Perímetro Urbano Medellín; Vor Ort; COP 120.000.000 - 180.000.000; Vollzeit

Zusammenfassung

CNX in Medellin, Colombia, is seeking a Sr. Manager, WFM to lead global workforce management across multiple contact center locations. The role designs scheduling, capacity planning, forecasting, and staffing processes to ensure optimal service levels and cost efficiency.

You will build and guide a high-performing WFM team, develop forecasting tools, partner with operations, and drive continuous improvement initiatives under executive leadership.

Qualifikationen

• Manager experience required
• Associate's degree in related field
• Experience in operations, volumes management, forecast, capacity planning, scheduling and real time management
• Excellent communication skills
• Proven ability to mentor, coach and lead a team
• English proficiency required

Aufgaben

• Design and implement scheduling and capacity planning for multiple contact center locations.
• Build and lead Resource Planning into a responsive team with daily, weekly, and monthly planning and forecasting.
• Develop tools to forecast volume and translate into hiring forecasts and staff schedules.
• Analyze volume drivers and root causes to identify optimization opportunities.
• Ensure cross-functional communication and governance for WFM initiatives.
• Drive process improvements and cost optimization in WFM operations.

Kenntnisse

Strong communication

Leadership

Forecasting

Scheduling

Data analysis

Mentoring

Ausbildung

Associate's degree in related field

Tools

Microsoft Office

Jobbeschreibung

Job Title:

Sr. Manager, WFM

Job Description

WFM Leader will be responsible for handling multiple CRM accounts. This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning. The identified resource is expected to ensure a successful delivery of WFM support and acts as a liaison between WFM Services and Operations organization.

• Responsible for design and implementation of scheduling and capacity planning to support multiple contact center locations.
• Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities: 1) planning for the day (volume forecasting, staff scheduling), 2) planning for the Week (making scheduling adjustments including OT plans) 3) forecasting for the month and 4) measuring results.
• Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.
• Analyse volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.
• Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.
• Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.
• Regularly review team procedures and process flows to ensure that they meet guidelines and Client needs.
• Participate in special projects as needed and perform other duties as assigned.
• Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.
• Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.
• Manage internal communications process between WFM GEOs’
• Partner with various business verticals to enhance WFM support in newer and unexplored disciplines.
• Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.
• Responsible for setting strategic direction for all WFM disciplines.
• Define and communicate Governance Structure, objectives and operational guiding principles.
• Should aim at reducing costs, improve service levels, optimize customer satisfaction.

Candidate Profile

Entry level: Manager experience required

Associate’s degree in related field from a four-year college or university with more than ten years of relevant experience (with two to four years of Progressive Mgmt Experience) preferred

Experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management

Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

Advanced Microsoft Office skills

Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

Demonstrated ability to mentor, coach and provide direction to a team of employees

Demonstrated ability to take initiative and ownership with focus on continuous improvement

Excellent attention to detail

Demonstrated ability to foster customer service disposition and sense of professionalism for self and team

Solid understanding of the organization’s business operations and industry. Demonstrated business acumen

Demonstrated ability to comprehend, analyze, and interpret. Ability to analyze large quantities of raw data to create strategic action plans

Location

COL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740

Language Requirements

English (Required)

Time Type

Full time