The Workforce Management (WFM) Lead achieves client requirements and service levels by accurately forecasting, planning and scheduling work volumes and/or staff to ensure optimal performance. Provide ongoing and frequent interaction with management operations, staff, and clients, as required, to achieve optimum results. Ensure accurate reporting across all SLA’s and KM’s.
Key Responsibilities:
Responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.
Participates in the action and strategic planning process that establishes annual objectives and goals for the program/location
Analyze current and historical work volumes and patterns, handle time, productivity trends/patterns and all future work and staffing requirements to ensure client SLA’s are delivered
Analyze current and future work handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan. Plan includes optimum skill set mix, replacement and recruiting timing, training and cross training details
Provide agreed upon monthly staffing volume forecasts and assist with breakdown to daily forecasts as required
Responsible for delivery on contract SLAs
Gather data, prepare and publish directed operational, performance, adhoc and client reports, ensuring the accuracy of the results
Develop, document and maintain methods and procedures
Manages internal and external audit with processes and controls.
Respond to client requests in an accurate and timely manner
Maintain a detailed record of activities, actions and impacts
Analyze delivery center shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required
Analyses intraday statistics, delivery center performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements
Ensure timely distribution of accurate monthly schedules
Track and report employees' adherence to schedule, using workforce software where applicable
Make configuration changes to the scheduling system as required
Serve as a Workforce Matter Expert, train and mentor new and less experienced team members
Will coordinate with different functional heads / teams. This would include the Operations head / team, Finance team, HR team and other functions for all transactional and strategic requirements.
Provide Operations Director/Managers with input on possible resolutions and recommendations. Provide solutions to escalated issues and updates on account SLA concerns.
This position will be responsible for the management of all employees reporting directly under him / her.
Serve as a resource for training and reporting of WFM efficiencies, account/team/individuals’ statistical analysis and process improvement.
Participate in client presentations, client calls, and quarterly business reviews to represent the workforce management department
Role Requirements:
This is an onsite in San Antonio, TX
Must be flexible to work any shift between 7:00 am – 11:00 pm CT including weekends and holidays