Workforce Manager

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Tasks for the day include, but are not limited to, the following: Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites Analyse past volume and staffing patterns and implement actions required based on the forecast provided by the client to ensure service goals are met Conduct analysis and recommend solutions to real time performance issues with the operational business units Validate forecasting and staff planning and work with Account Managers and clients Interface with Account Managers/Operations Directors as needed for escalation of service impacting issues Manage the staff schedules and responsibilities of Workforce Management team.

Responsible for performance appraisals of all direct reports Establishes performance objectives for direct reports Coach and develop a high performance team through organizational leadership Demonstrate sound judgment and fairness when administering policies and procedures Ensure team accurately tracks and manages contact centre schedule adherence.

Monitor absenteeism levels and work with Operations Team on attendance management initiatives Prepare daily/weekly/monthly reports and distribute to the Management team Manage staffing ratios and seat utilization/optimization to ensure contact centre goals are met Build effective working relationships with internal departments Work with Senior Management team on initiatives to support new business growth and overall operations Assist with special projects and other duties as assigned Management of Genesys system Join the A-Team and experience the A-Life!