Overview

The Workforce Manager will oversee a team of WFM personnel that are responsible for all facets of workforce planning and intraday management. He or she will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results. The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as, to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.

Responsibilities

• Manages the day-to-day operation of the Workforce Management Real-time adherence team
• Maintains service levels while keeping overtime costs to a minimum
• Creates policies and procedures to standardize specific Workforce management functions
• Provides support to other members o...