Job Title: Workforce Manager
Reports to: Workforce Director
Job responsibilities:
* Manage a team of workforce specialist,
* Provide clear guidance to the team and push for "proactivity" posture.
* Owns the development and implementation of staffing and metric models, reporting and analysis.
* Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.
* Train team members, managers, and trainers on the use of workforce planning tools.
* Communicate with management and operations team to ensure compliance with client and company dialing standards.
* Develop reporting processes, dashboards and presentations to fulfill senior leadership reporting needs.
* Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.
* Work with clients and use data to identify the changing skills workers will need, skills adjacencies, and craft learning and career path plans based on objectives
* Help teams design and craft ways for employees to learn and to roll out the continuous learning people need to perform effectively as organizations pivot at speed and scale.
* Assist management to design digital learning models that include using Artificial Intelligence for skills development and content curation.
Job Requirements:
Experience
* 5 years' experience covering different roles with WFM in contact center environment.
* Proven experience communicating with peers and associates
* Proven skills managing people and complex situations
Education
* Bachelor's or Graduate's Degree in business, IT, data science, or business administration
Languages
* English (required)
* Other languages (nice to have)
Tools and Applications
* Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.
* SQL/VBA macros an asset
* Experience with IEX, CMS, Avaya, IEX is an asset
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