About
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 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; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it that fuel who we are.
About this team
As a WFM Manager, you will be reporting into the Agent Enablement & Vendor Management team. Our Agent Enablement and Vendor Management team is a vital component of the Operations organization at .
They focus on optimizing agent performance and processes, managing all operational activities from staffing and training to the execution of 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.
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