Workforce Management Job Description

Workforce Management Job Description

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Workforce management provides timely reports using Microsoft Office as requested by all departments within the Health Plan.

Workforce Management Duties & Responsibilities

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

Sample responsibilities for this position include:

Partner closely with the operations team to develop strategies to improve efficiency, create control plans and measure success through Key Productivity Indicators
Forecast scheduling needs/changes and the impact to the labor budge
Create reports for production operations on existing and forecasted labor utilization
Analyze data using web tools and other Company software
Assist managers and scheduling team in the identification, prioritization, coordination, support, and execution of high impact improvement plans for sustainable cost savings
Run required reports based on defined cadence
Coordinate departmental schedules in conjunction with supervisors and managers, including training, team meetings, vacation, overtime, , to maximize service levels
Provide analytical insight for Contact Center leadership to support cost and quality improvements
Oversees and maintains the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily/monthly call center statistics
Identifies variances and creates effective plans to address gaps

Workforce Management Qualifications

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

Licensing or Certifications for Workforce Management

List any licenses or certifications required by the position: SES, N3, OPM, PMP, ASQ, LEAN, CDP, SWPP, WFM

Education for Workforce Management

Typically a job would require a certain level of education.

Employers hiring for the 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, Education, Business/Administration, Management, Statistics, Communications, Finance, Mathematics, Computer Science, Associates

Skills for Workforce Management

Desired skills for workforce management include:

Microsoft Office applications
Excel
Avaya
ACD system
PowerPoint
Excel and PowerPoint
Microsoft Office
Cable television products and services
Microsoft Word
Outlook

Desired experience for workforce management includes:

Demonstrate ability to achieve desired results, particularly through working with others
Intermediate knowledge of IEX TotalView or similar workforce management fundamentals
Undergraduate degree with a focus in quantitative disciplines
5 or more years’ experience in leading large teams and delegating authority where appropriate managing complex problems
Fluency in both French and English (preferred)
Workforce Management experience or Contact Center experience

Workforce Management Examples

1

Workforce Management Job Description

Job Description Example
Our growing company is looking to fill the role of workforce management. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for workforce management
  • Monitor operations real-time and perform real-time adjustments if required to meet the target SLAs
  • Prepare and send intraday daily, weekly and monthly performance reports
  • Review and analyze call arrival patterns and provide recommendations to improve customer service experience
  • Prepare short, medium and long term resource forecasting of all operational metrics within the Client Support phone based teams organization
  • Provide guidance and support as needed to phone based Representatives, Supervisors and Managers for operational aspects
  • Coordinates scheduling and adherence activities ensuring performance goals are met
  • Perform systems-related pay rule needs assessment survey and compile listing of all payroll rules in use and their calculation related details for all in-scope hotels
  • Directs supervision of day-to-day activity of professional staff
  • Mentors and coaches staff
  • Prepares performance appraisals
Qualifications for workforce management
  • BA or BS degree in Business or related field is preferred • Strong analytical and mathematical skills to collect and interpret data to solve problems
  • 2-4 years customer contact or Call Center Operations experience
  • Understands outbound dialing in the collections environment
  • Help to develop collection dialing strategy
  • Oversees tactical execution of dialing strategy
  • Bachelor’s Degree with a focus in quantitative disciplines
2

Workforce Management Job Description

Job Description Example
Our company is hiring for a 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 workforce management
  • Configure and maintain system for overtime and other payroll rules
  • Support project team as necessary
  • Assist with the development and communication of any business process changes
  • Leads team in creation of forecast models, budget/financial forecasts, spreadsheet models and ad-hoc queries to support business analysis, financial planning, and financial controls
  • Oversees and supports team in creation of schedule segments based on forecasts and planning ensures timely handling of exception requests and changes
  • Leads team in creation and delivery of forecast, schedule efficiency and operational reports to stakeholders and validates for accuracy
  • Measure forecasting accuracy (call forecast to actuals) and schedule effectiveness (staff paid/ staff need/ staff scheduled/staff available) and work to reduce variations in order to ensure performance goals are met
  • Update WFM platform, as needed, to capture new hires and attrition
  • Ensure efficient and effective transfer of information between WFM, HRIS and payroll systems on continuing basis with minimal error and in compliance with appropriate regulations
  • Partners with Information Services to conduct specific performance or functional tests associated with resolving issues regarding the WFM applications
Qualifications for workforce management
  • 2 years current workforce management experience needed
  • LPO (Licenciado en Psicología Organizacional)
  • 2 or more years of experience in a technical service, or call centre, or service support interfacing with customers environment
  • Ability to work in a team environment, but also capable of taking ownership of some projects
  • Typing skills a must
  • Minimum 2 years experience with agent scheduling for inbound, outbound, and back-office
3

Workforce Management Job Description

Job Description Example
Our company is hiring for a workforce management. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for workforce management
  • Handling agent scheduling, (including shifts,overtime, training, meetings, absenteeism, vacation, exceptions, ) to ensure daily service level objectives are met
  • Supporting and analyzing Workforce Management tools
  • Assists with crafting the short-term forecasting models, including volume, productivity, non-productive time, FTEs
  • Analyze reporting, staffing and scheduling procedures and/or structure on an ongoing basis to ensure maximum effectiveness and efficiency
  • Liaise with center management to deliver effective staffing and scheduling strategies
  • Validation input/output of Workforce management tool(s)
  • Proactively provides WFM and scheduling analysis and recommendations for improvement, including headcount requirements, long-term planning, scheduling & staffing strategies
  • Monitor and review inputs and outputs for process improvement recommendations and changes
  • Oversight of proactive scheduling of discretionary activities such as training, meetings, overtime and under time, and all other off phone activities
  • Conduct analysis on business events and historical patterns in work volume, trends and historical staffing levels
Qualifications for workforce management
  • High degree of accuracy and the ability to work in a fast paced, high-volume call center environment
  • Minimum 2 years experience in generating and using intra-day forecasts reporting forecasted data
  • Minimum 1 year experience building and presenting long term staffing plans
  • Experience with and a strong understanding of WFM Contact Center tools and fundamentals required
  • Extensive experience with Workforce Management software such as Blue Pumpkin, Pipkins, Aspect, IEX, preferred
  • 2-3 years of experience as an administration for a enterprise system
4

Workforce Management Job Description

Job Description Example
Our company is growing rapidly and is hiring for a 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 workforce management
  • Facilitate daily/weekly planning processes
  • Facilitate review sessions with management
  • Creates forecasts both near and long term (30 minute interval to 5-year forecasts)
  • May facilitate monthly meetings with Clients and Operations to ensure accurate forecasting assumptions
  • Ensures that the capacity planning processes are compatible with Contact Center infrastructure and complies with business requirements
  • Utilizes workforce management software and all other Contact management tools to effectively analyze and forecast staffing needs and requirements to ensure optimum productivity
  • Collaborates with contact center business partners and staff to identify opportunities for improvement of resource utilization and service levels
  • Analyze duties and delegate work into manageable assignments to achieve maximum proficiency
  • Perform special adhoc reports auditing Virtual Roster/Kronos for cost savings
  • Analyze staffing data provided by department and Finance to ensure appropriate staffing levels
Qualifications for workforce management
  • Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, Mathematics, Statistics or related field, or equivalent experience required
  • Experience and familiarity with implementing continuous improvement concepts that will increase operational effectiveness at all levels
  • Bachelor's or master's in business, applied mathematics, computer science, or a related field, or equivalent work experience, depending on position level
  • Advanced knowledge of workforce optimization software required
  • Knowledge of medical manufacturing and/or distribution preferred
  • SAP experience and knowledge preferred
5

Workforce Management Job Description

Job Description Example
Our innovative and growing company is looking for a 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 workforce management
  • Evaluates effectiveness of staffing strategies and team’s efficiency in response to managing planned and unplanned events, all in an effort to ensure effective utilization of call center phone support resources to achieve business objectives
  • Empowered to provide recommendations to Leadership to address obstacles that stand in the way of meeting objectives, which can include call center TSF, Containment rates, and occupancy and shrinkage goals
  • Communicates organization performance to leadership through advanced reports and analysis
  • Leads Workforce Analysts, driving consistency, best practices, and tactical guidance
  • Empowered to evaluate processes and procedures and creates automated solutions to improve efficiency and quality of manual processes
  • Leads large scale and often complex coordination of Enterprise wide initiatives and training
  • Coordinates, schedules and distributes software upgrades, patches, system upgrades and
  • May develop or assist in the development of business reports by extracting data from
  • Responsible to assist with upgrading systems and keeping up to date with new software
  • Identifies, develops and facilitates testing requirements and testing execution for call center technology and core application upgrades and conversions
Qualifications for workforce management
  • Minimum 2 years Workforce Management experience in a call center environment
  • Solid knowledge of workforce management systems and processes
  • Knowledge of WFM software- NICE IEX wfm is an asset
  • Solid knowledge of call center principles and call center performance metrics/reporting
  • Ability to work under pressure ina high-relaibility environment with professionalism
  • Strong analytical, problem solving, teamwork and customer support skills required.Effective oral, written and interpersonal communication skills.Ability to interact effectively with end-users, peers and management while providing technical leadership as needed

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