Manager (remote) - Mississauga, ON, Canada - Globalwfm

    Globalwfm
    Globalwfm Mississauga, ON, Canada

    1 month ago

    Default job background
    Description
    Maintain distribution curves by gathering and tracking historical call data. Analyze and report volume and campaign/brand activity. Communicate with Supervisors and Account Managers through weekly meetings, phone, or email. Assist site operations in presenting forecast data to clients
    Experience: 4-8 years of WFM experience in Forecasting, Planning, and Staffing
    Team Management Skills for a minimum of 2 to 3 years
    Proven analytical skills ability to communicate with various management levels.
    Minimum Higher Secondary Education or Graduate
    Strong computer skills that include proficiency in MS Office suite, particularly Excel.
    Responsible for selecting, training, and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations
    Coordinate with Operations and Management for preparation of best hiring plans and highlight gaps and revenue leakages if any
    Provide timely escalations to the leadership whenever there is a deviation from planned performance
    Responsible for the management of call volume forecasting, tracking, and planning
    Work with remote Sitel sites, including outsourcing partners, in a centralized WFM environment
    Work with real-time team to optimize operational performance on a daily basis
    Monitor performance and optimize operational performance on a daily basis
    Oversee proactive scheduling of discretionary activities such as training, meetings, overtime, and under time
    Oversee intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to manage performance to service level requirements
    Oversee analysis and reporting of employee performance including schedule adherence
    Phone No.
    Global Workforce Management Professional Chartered Body is the 1st WFM Professional Chartered Body in the world. "GWFM Professional Chartered Body is the 1st One to dedicate "International WFM Professionals Day" as on 27th June".