Workforce Manager Job Description

Workforce Manager Job Description

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Workforce manager provides proactive, solutions-oriented support for the Call Center management and Workforce Management teams and continuous improvement of workforce processes, policies and procedures.

Workforce Manager Duties & Responsibilities

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

Sample responsibilities for this position include:

Develops partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend product improvements
Develops the team to be able to perform complex analysis using predictive modeling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of product and service offering changes, customer workflow and process changes, operations drivers, and customer routing changes
Working with Vendor Mgmt
Ensuring role approvals are processed in accordance with Technology Approval Matrix
Collaborate and contribute to improving other related processes
Contribute to and administer the global Human Resources (FTE) Plan and maintain controls to manage headcount to a 7% vacancy rate
Manage Staff Position approval process
Source/download HR/Contingent workforce information from a variety of sources and is responsible for the production of monthly/quarterly FTE reporting used for benchmarks/reporting requirements including Audit Committee plan, regulatory reporting, and Balanced Scorecard
Perform analysis of People demographics - tenure, work experience and academic/professional designations/turnover to support Audit Committee regulatory requirements, Benchmark initiatives
Prepares reports and monitors efficiency of CPU operations

Workforce Manager Qualifications

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

Licensing or Certifications for Workforce Manager

List any licenses or certifications required by the position: PMP, SPHR, HR, CCWP, FEMA, ERP, HRIS, MRPT, ITIL, PMO

Education for Workforce Manager

Typically a job would require a certain level of education.

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

Skills for Workforce Manager

Desired skills for workforce manager include:

Client needs
Procedures
Product
Ability to learn technology very quickly
Call center workforce management and network routing technologies
WFM and Call Center operations
Human Resources and Employee Relations practices
PPD calculations and PPD management
Six Sigma tools and Lean techniques
MS Excel

Desired experience for workforce manager includes:

To implement and execute WD strategy and plan
To track WD plan execution and evaluate the training result
To adopt new technology and platform for WD to meet and align NSIT requirement, for example Mobile training, Training portal, Computer based training
To save WD cost, while to have wider coverage of employee training
Partnering with stakeholders to identify needs and develop a learning curriculum that elevates (or prioritizes) needs
Assess learning needs as related to desired outcomes by conducting interviews / focus groups, analyzing the gap between what is in place and needs to occur to ensure consistency in the success of the project outcome

Workforce Manager Examples

1

Workforce Manager Job Description

Job Description Example
Our company is looking to fill the role of workforce manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for workforce manager
  • Maintains effective and professional client communications and strengthen relationships through proven leadership skill and abilities
  • Involved in the executing of company policies that impact immediate operations of the CPU
  • Plans, organizes, directs and controls Transaction Processing of the CPU department
  • Analyzes workflow and staffing work assignments to ensure operational benchmarks are met
  • Assists in the direction of daily operations for the Eligibility Department to include application processing and eligibility determination
  • Responsible for the day-to-day SLA and contractual compliance
  • Monitors department performance thru reports and raw data
  • Works directly with CPU Manager and Sr
  • Works with team members to coordinate daily activities across functional units
  • Responsible for accurate reporting of the daily, weekly, and monthly SLAs and production inventory for the CPU
Qualifications for workforce manager
  • Design and develop the best methodologies for training delivery (E.g., stand up, web-based/on-line, multimedia and written materials) and make the best use of technology
  • Lead WD team in Global Delivery China center, partner with HR generalist and oversee learning and development budget and manage well on ROI
  • Effectively organize virtual internal instructor team to reach high delivery performance
  • Act as a bridge between global L&D team, local HR team and business leadership team to ensure global/Greater China learning center’s program rolling smoothly
  • Or comparable phone system
  • Supports two-way communications to ensure a focused well informed workforce
2

Workforce Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of workforce manager. 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 manager
  • Identifies, documents and reports systems performance issues as they impact the department
  • Provides indirect supervision to staff and acts as an advisor or SME as required to meet schedules and resolve problems
  • Holds staff accountable for goals, performance and KPIs
  • Accountable for the monitoring of system and performance related issues and monitor for Corrective Action thru resolution
  • Advise Site Directors regarding balancing work volume
  • Develop detailed hiring plans for each line of business that will ensure consistent achievement of the intraday interval compliance requirements
  • Will simulate the impact of proposed initiatives and confidently recommend the appropriate staffing actions for the business
  • Provides an understanding of the exception entry process and adherence process to Ops
  • Reviews contact center trends, including call center volume, call patterns, staff productivity, attrition rates and resource allocation to maintain appropriate staffing levels
  • Communicates effectively with the North American and Global Command Center
Qualifications for workforce manager
  • Coordinate with contingent workforce program manager to ensure all onboarding activities for new contingent staff are completed
  • Work with Legal and Compliance to ensure the onboarding and off boarding of the contingent workforce is in compliance with company policies and external governing entities
  • Assist in the coordination and oversight of audits related to contingent employee status, background checks and other contractual requirements
  • Education BA or BS in Business Related Field of Study plus 5-10 years in a corporate environment
  • The confidence and ability to interact with senior business leadership and communicate contingent workforce program goals, initiatives
  • Demonstrated problem solving capabilities and significant experience with managing provider relationships with Key Performance Metrics and Service Level Agreements
3

Workforce Manager Job Description

Job Description Example
Our growing company is looking for a workforce manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for workforce manager
  • Manages activities of supervisors to insure the teams are functioning effectively to meet clients’ needs and operational initiative targets
  • Contributes to team's process improvement efforts and implements changes in a positive way
  • Produces and analyzes statistical reports to monitor teams’ performance
  • Participates in projects, including budget process, as assigned
  • Provides system level oversight for Optum360 client improvement programs and initiatives related to assigned HIM / CDI activities, working with the department’s Senior Directors, Regional HIM / CDI Directors, Facility Directors, Corporate Directors and Managers, as warranted
  • Supervises and manages subordinate staff
  • Ensures timely distribution of exception logs to Operations Managers, Sr
  • Demonstrating an in-depth understanding of banking, fraud, and complaints across all business units through application of knowledge based analysis
  • Lead development and ongoing maintenance and enhancement of monthly and operational forecasting and staffing models to support the Fraud processes
  • Acts as subject matter expert related to the effective use of analytical methodologies, particularly those related to regression, decision tree, time series data, forecasting, and econometric modeling
Qualifications for workforce manager
  • Ability to manage projects simultaneously under pressure
  • Basic understanding of a Managed Service Provider preferred
  • Provide end-to-end service to people managers by project managing new/exit/intra transfer employee’s checklist requirements including on-boarding activities (responsible for 50% of tasks
  • Process various payroll transactions including and not limited to special/one pay adjustments, OT/PT payments ensuring consistency in administration of policy and proper authorization
  • Oversee production of global organizational charts
  • Participate in confidential/special projects as requested by Executive
4

Workforce Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of workforce manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for workforce manager
  • Tracks all the system and network downtime
  • Provides strategic recommendations to achieve Service Level, ASA, and Occupancy goals
  • Administrator of Kronos Workforce Management Software including maintaining of attributes, forecasting methodology, and labor standards
  • Forecasting of all labor level components utilizing and/or supporting the Kronos Workforce Management Software
  • Create, develop, and maintain Centralized, actionable dashboards for stores (one stop shop) on all labor components
  • Assess, develop, and implement streamlined reporting to provide dashboard of key performance indicators providing actionable analysis to Stores, Store Operations, and cross functional business partners
  • Leverage statistical modeling to benchmark proven correlations to results and initiatives
  • Manages schedule adherence and labor compliance reporting to mitigate risk
  • Accountable for core workforce management functions, including trend analysis, staff and hiring planning, employee scheduling, and real time management
  • Based on current call volume and staffing levels, manage/monitor Customer Care Center Schedule to maintain appropriate phone and back office coverage during peak call times, breaks and lunches
Qualifications for workforce manager
  • Develop/maintain controls for Unit payroll statements (Canada)
  • High level of integrity due to confidential nature of position
  • Strong team player with excellent inter-personal skills and an established track record of reliability and efficiency
  • Undergraduate degree/CHRP designation not mandatory but will be considered as an asset
  • Strong analytical and computer skills with excellent knowledge of Microsoft suite of products (MSWord, Advanced Excel, Outlook, Power Point, Visio) and RB in-house applications such as RBCNet, HRIS, SAP and e-Store
  • General understanding of the bank’s organizational structure and financial system (hierarchy of transits, BU/FU/GU and legal entities)
5

Workforce Manager Job Description

Job Description Example
Our innovative and growing company is hiring for a workforce manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for workforce manager
  • Responsible for collaborating with Operations on contact routing strategies and implementing routing to meet Apria performance objectives
  • Responsible for collaborating with Operations on a triggers and lever real time management program that delivers on operational objectives at the agent and queue level
  • Responsible for effectively using WFM technology and processes to calculate staffing requirements and organize schedules for the contact center operations
  • Regularly conduct and participate in meetings to communicate production activities and results and work with management stakeholders to identify and/or resolve production and staffing capacity issues
  • Monitor operation’s frontline behaviors, efficiency and availability for use in planning and report deficiencies and opportunities to operations and management team
  • Compile data and review to ensure appropriate phone coverage has been achieved
  • Uses telephone system tools (Automatic Call Distribution System and reporting) to confirm that adequate staffing resources are available to answer inbound phone calls, ensure outbound phone calls are performed efficiently, all of which will ensure adequate response time is met per the Customer Service performance standards
  • General IVR administration and reporting
  • Coordinates recovery caused by business continuity issues
  • Supervises five – 10 Workforce Management team members
Qualifications for workforce manager
  • Comfortable in a position affording visibility and interface with senior management ability to foster strong relationships with staff
  • Solid understanding of talent management/ workforce planning process (recruitment/selection, performance management/ development /coaching, reward & recognition)
  • Expert level Excel skills (VBA)
  • SQL experience an asset
  • A minimum of five years in sales and/or client management role
  • Must be able to read, write, speak and understand the English language and possess good oral and written communication skills

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