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

Globalwfm Mississauga, ON, Canada

1 month ago

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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".

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