WFM Manager

Operation Support

WFM Manager

Duties and Responsibilities: WFM MIS Manager

• Provide MIS project support to establish accuracy, continuity, and availability of information.
• Effectively coach, lead and develop a team of Report Analysts and Specialists within their span, including those under the supervision of one or more Associate Manager or Officers.
• Ensure quality and accuracy of all reporting; develop and execute procedures to ensure all reports and supporting documents meet the stakeholder’s needs and are completed accurately and within required timeframes.
• Develop KPI reports containing numerical results, standard deviations and accuracy and outlier analysis.
• Handle ad-hoc report requests intake and deliverable service levels and priorities.
• Manage tasks in publishing daily, weekly, and monthly reports on agent and team level KPIs, internally and externally.
• Own reporting forecast performance, shrinkage, and other metrics pertinent to understanding interval service level and WFO performance.
• Participate in monthly reviews communicating reports in an easily consumable manner for clients and partnering to drive business improvement.
• Partner cross functionally with multiple groups to acquire inputs and ensure single source of truth in reporting.
• Share data insights, drive the team vision, and execute the strategy by leveraging reporting analytics to optimize the performance on key WFM KPIs.
• Strong proactive and result-oriented collaboration skills, working with WFM senior management to develop policies, procedures, and training programs tailored to meet the department's needs. Assist in daily operations, including reporting tasks, delegating to team members, monitoring data integrity, and providing analysis.
• Work closely client management, contact analytics, operations and WFO to break down barriers in KPI definition and understanding. Provide the team with historical data in a timely manner.

Qualifications: 

• Minimum average of 4-6 years of relevant working experience in a similar role, with a focus on workforce process, analytics and reporting in a large global call center is a must.
• Minimum of 2 years of college education or a related degree is preferred.
• Effective operational proficiency in Business English, paired with expert communication skills, is needed for conveying real-time updates and recommendations to a wide range of individuals, including the operations team.
• Expert computer skills, proficiency and knowledge of MS Office programs (Excel, PowerPoint, Word and Outlook) and WFM systems (e.g. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint).
• Expert knowledge of and experience within general contact center processes along with a solid understanding of WFM fundamentals.
• Ability to handle high-pressure situations and make prompt decisions.
• Advanced knowledge in VBA, business intelligence, programming, statistical applications and approaches.
• Advanced problem signalling and solving skills.
• Demonstrates strong technical documentation skills by creating documented procedures or written guidelines for real time management processes.
• Highly developed project management skills and proven ability to deliver organizational projects within designated timelines.
• Possess quantitative, qualitative, expert analytical skills to present concise and actionable insights. Ability to filter large amounts of complex information to identify meaningful patterns and trends.
• Strong proactive and result-oriented collaboration skills, working with WFM staff or senior leadership to develop policies, procedures, and training programs tailored to meet the department's needs. Lead daily operations, including real time tasks, delegating to team members, monitoring performance, and providing feedback.

Quezon City, Bridgetowne ZetaPhilippines