Manager, Workforce Management Job Description

Manager, Workforce Management Job Description

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Manager, workforce management provides regular and on demand reports to management and Operations regarding call center workforce performance, and adherence to attendance policy.

Manager, Workforce Management Duties & Responsibilities

To write an effective manager, workforce management job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, workforce management job description templates that you can modify and use.

Sample responsibilities for this position include:

Daily business Support - 20%
Communication and Governance - 30%
Strategy and best practice / transformation - 25
Support Program Office with escalations of day to day challenges relating to requests, sourcing and contract worker management, providing coaching or guidance potential risks and concerning trendsCWM Senior manager
Support the implementation of rate card adjustments as required to support labour laws and/or market trends
Develop new positions for categories as needed including the development of role descriptions along with the respective rate cards in conjunction with CWM Program Office Analytics team, andsupport the supply base strategy to ensure new role can be sourced
Supports reviews, frequency may be driven by emerging issues or regular annual/bi-annual process
Supports , frequency may be driven by emerging issues or regular annual/bi-annual process
May be required to manage exceptions to standard pay rate cards, coordinating approval of the business executive for the respective requesting manager
Monitor operations reports monthly to ensure a high level of performance is being achieved by the program office including Cycle Time, Monthly Operations dashboard

Manager, Workforce Management Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Manager, Workforce Management

List any licenses or certifications required by the position: PMP, BA, ITIL, PMO, ASQ

Education for Manager, Workforce Management

Typically a job would require a certain level of education.

Employers hiring for the manager, workforce management job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Business/Administration, Finance, Economics, Mathematics, Statistics, Management, Graduate, Education, MBA

Skills for Manager, Workforce Management

Desired skills for manager, workforce management include:

Ability to learn technology quickly
Call center business
IEX
Cable television products and services
Aspect eWorkforce Management
Microsoft Access
Microsoft Excel
Similar application
Capabilities and USP’s
Workforce management systems and processes

Desired experience for manager, workforce management includes:

Support various initiatives to enhance CWM Program as needed
Assist in the expansion of CWM services as required
Manage requests for tenure policy exception for both CWM Contingent and Professional Service (statement of work) Programs
Along with CWM Leadership team, seek counsel from Advisory Services Group or Employee Relations as appropriate, to manage HR issues with contingent workforce
Leads by example in teamwork, cross-unit co-operation, information sharing
Good business acumen and organizational awareness

Manager, Workforce Management Examples

1

Manager, Workforce Management Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of manager, workforce management. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, workforce management
  • Identifies and helps implement new protocols for the Americas Consumer Care Center, GBNF and GCC
  • Supports development
  • Supports in-store General Operating Processes with cross-functional partnership including
  • Partner with contact centre management and operations to deliver effective forecasting for all lines of business and optimizing resource planning to deliver a superior client and employee experience while maximizing efficiencies
  • Proactively provide workforce management and scheduling analysis of procedures and/or structure and make recommendations for continuous improvement, including recruiting requirements, long term planning and staffing strategies to ensure maximum effectiveness and efficiency
  • Manage and optimize the end to end forecasting process leveraging best in class methodologies
  • Lead and manage the FTE Governance Process
  • Responsible for supporting and optimizing Kronos WFS and WFAN
  • Manage and optimize the end to end forecasting process leveraging best in class methodologies and technologies
  • Proactively provide workforce management and forecasting analysis of procedures and/or structure and make recommendations for continuous improvement, including recruiting requirements, long term planning and staffing strategies to ensure maximum effectiveness and efficiency
Qualifications for manager, workforce management
  • French language skills an assetKnowledge of labour tax impacts
  • Analytical skill to support rate card strategy
  • Degree in Business, Communications, Journalism, Advertising or related field
  • Minimum 5 years previous experience inclusive of 1 year in a supervisory capacity
  • Excellent analvtical, oral and written communication skills
  • Must possess comprehensive knowledqe of company products and consumer communications software
2

Manager, Workforce Management Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of manager, workforce management. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager, workforce management
  • Lead and provide oversight over CWM Program expansions globally
  • Lead and provide oversight over the implementation of new operating models for all groups
  • Partner with the CWM internal and external stakeholders, capturing feedback and implementing changes to improve user/client experience, managing relationships and changes with all stakeholders for any new procedures or system enhancements
  • Lead and provide oversight of day-to-day operational activities ensuring efficient operations, SLAs are met, compliance and regulatory requirements are met, timely and accurate reporting and effective resolution of escalations
  • Counsel stakeholders on CWM Policy and advise managers on best practices for contract workforce management to prevent co-employment risk
  • Produces short term forecast for 3 lines of business, that includes a daily look at our staffing levels
  • Manages schedules for 4 lines of business, and makes recommendations on schedule changes to ensure service goals are met
  • Provides reports to Line of Business Management team that identifies service level by day
  • Collaborate with the Senior Analyst in charge of Genesys routing
  • Provide a continuous review of standard operating procedures
Qualifications for manager, workforce management
  • Proven ability to manage multiple, conflicting priorities effectively
  • Computer literacy including MSWord, MS Outlook, Windows XP, Excel, Powerpoint
  • Detailed knowledge of Windows applications
  • Advanced experience utilizing Genesys Work Force Management or Genesys routing system or other work force management software/applications
  • Strong sales and / or marketing experience in retail bank or financial institutions with minimum 7 years of experience
  • Ensure accuracy in tracking the sourcing process and metrics for each requisition
3

Manager, Workforce Management Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of manager, workforce management. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, workforce management
  • Manage capacity planning and agent scheduling processes across the enterprise including Card business (CSE, Collection, New Accounts and CPS) Consumer Banking business areas (Deposit, DPL and DSL)
  • Acts as subject matter expert related to the workforce planning and scheduling methodologies
  • Identify workload optimization opportunities across various functional areas to improve operation efficiency and business performance
  • Analyze company and industry information and news to identify workforce trends and challenges
  • Align and leverage organizational systems and stakeholders in order to accomplish major initiatives
  • Create innovative programs, events, and campaigns to generate awareness, build candidate pipeline and drive recruiting efforts resulting in candidate conversion
  • Provide information and/or make presentations on workforce development issues, programs, services and plans to company and property leadership and external clients, including local commissions, civic groups, businesses, individuals and the general public
  • Manage, supervise, and lead the Workforce Analyst team responsible for forecasting demand, headcount, scheduling, skilling, and performance management
  • Responsible for hiring, ongoing training, coaching and development, and performance management with the Workforce Management Analyst team
  • Provides oversight for multiple simultaneous international workforce related projects and ensures the team uses efficient processes with steps to ensure an accurate output
Qualifications for manager, workforce management
  • Ensure compliance with all company best practices and federal and state legal requirements
  • Maintain a solid understanding of the competitive landscape for technology talent in NYC, Atlanta, Burbank and Seattle
  • Build knowledge of the divisions’ technology needs and help the contingent labor providers proactively build a pipeline of qualified candidates
  • Understand new technologies used by the divisions and help develop strategies for identifying candidates with those skill sets
  • Build technical and functional credibility with demand managers
  • Work with other cross functional groups to ensure compliance with processes and help resolve issues with billing, onboarding, offboarding
4

Manager, Workforce Management Job Description

Job Description Example
Our innovative and growing company is looking for a manager, workforce management. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, workforce management
  • Communicate pertinent information about the day-to-day operation of the Workforce department C3 as a whole both verbally and in writing to Senior Director of Global Workforce Management
  • Track and monitor all project deliverables, resourcing and client meetings as necessary
  • Set project goals and objectives for project team or work unit
  • Monitor project performance, checking actual performance against planned performance to ensure technical, schedule, and budget goals are met or exceeded
  • In addition, provide personnel with timely, constructive, and actionable feedback that increases individual and team effectiveness
  • Anticipate and identify project risks
  • Understand current process workflow and come up with the proactive MIS / ideas to assist business with improved performance
  • Assist business with additional revenue generating opportunities by identifying scope for better resource optimization techniques
  • Responsible for development of workforce strategy and execution to achieve customer expectations
  • Conduct advanced, in-depth analysis of WFM processes, identify opportunities for improvement, and consult with client relations and operations leadership to present action plans to optimize revenue and enhance program performance
Qualifications for manager, workforce management
  • Conduct and/or participate in weekly calls with providers
  • Recommend ideas and strategies for fine tuning standard processes that fit within the program’s mission to deliver the highest quality results to the customer and help to implement those processes
  • 8+ years of corporate and/or search firm recruiting experience of technology roles
  • 10+ years of experience working within a Technical environment, strong understanding of Information Technology market, technical roles and skills
  • Must be able to work on multiple specs in Information Technology including Infrastructure, App development, Business Analysts, Project Managers, web and client server technologies
  • Ability to understand and keep abreast of technology trends used in the company
5

Manager, Workforce Management Job Description

Job Description Example
Our company is searching for experienced candidates for the position of manager, workforce management. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, workforce management
  • Lead performance reviews and improvement action planning across programs
  • Deliver optimal scheduling for our internal chat center and clients while preserving employee value
  • Build in depth, dynamic pricing models for new business acquisitions
  • Create and execute recovery plans for under-performing programs
  • Help sales account executives from time to time in scoping the estimated agent size of their deals
  • Help to support the Customer Support organization with live chat staffing questions
  • Work with the R&D team on WFM-related initiatives
  • Provide leadership and direction to frontline managers who support teams of unionized Workforce Management Associates
  • Provide leadership and direction to frontline managers who support teams of unionized CEP-Clerical Quality Audit Associates
  • Oversee and ensure usage and maintenance of call models for assigned environments and deliver the highest level of call forecast accuracy
Qualifications for manager, workforce management
  • Ability to work in a fast paced environment and fulfill positions quickly is essential
  • Must have basic understanding of US Labor and Immigration law
  • Experience with Genesys WFM (preferred)
  • At least 2 years' experience leading a Workforce Management team
  • At least 5 years' Forecasting experience
  • At least 2 years' experience converting call volume & workload forecasts into number of agents required

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