- Postes vacants:
- 1 poste ouvert
- Type d'emploi désiré :
- CDI
- Experience :
- 5 à 10 ans
- Rémunération proposée :
- Confidentiel
- Langue :
- Anglais
- Genre :
- Indifférent
Description de l'emploi
As the WFM Manager you will be responsible for the management of all WFM functions for the CARE Montego Bay Center. This includes managing Forecasting, Capacity Planning, Scheduling & Optimization and Real Time SLA Management. In this role you will lead a team of WFM Analysts in providing support to the CARE Montego bay Operations team in meeting service level and occupancy goals for all supported locales/languages. You will build and maintain a team environment and model behavior to foster the Vistaprint culture and values.
Your role will include:
- Overseeing the day to day WFM operations for the CARE Montego Bay Center and ensuring we are utilizing resources effectively to meet SLA and occupancy goals
- Representing the Montego Bay WFM team in a leadership capacity in cross-functional meetings, and on CARE initiatives and projects
- Leading, training and developing a team of WFM Analysts, this includes conducting team and one on one meetings with direct reports
- Providing timely updates to Operations on areas of potential risks and making recommendations for appropriate corrective and/or mitigation measures
- Ensuring that site specific WFM processes and procedures are current/improved and updated
- Managing communication plans to Operations and mitigation plans if required
- Managing assigned initiatives aligned to the Workforce Management Strategy
- Driving a cohesive and collaborative relationship with stakeholders
Essential Functions:
- Ensuring successful creation of staffing plans and schedules for CARE Specialists that align with the contact volume and meet our service level objectives
- Schedule management: coordinating and integrating future planned events into schedules
- Schedule exception entry: managing and ensuring the accurate tracking of real-time schedule exceptions in WFM software
- Intraday interval analysis: monitoring and analyzing key performance metrics throughout the business day to diagnose trends and adjust staffing to meet daily needs
Exigences de l'emploi
In return you will bring
- BS/BA preferred, or equivalent work experience
- Minimum 5 years of progressive Workforce Management experience in a leadership role for a multi-channel contact center
- In-depth knowledge of contact center operational management & workforce management methodologies and principles
- Well-developed leadership skills to counsel, direct, motivate and recognize staff
- Ability to achieve results through others in a positive fashion that balances the interest of the business with the interest of the employee
- Superb interpersonal and communication skills
- High competency in influencing – to present alternatives, resolve conflict and assess and navigate through high-risk or crisis management situations resulting in win-win solutions
- Creative approach to problem solving and team collaboration
- Expert computer skills with software programs such as MS Excel, Access, Project, Word, Power Point
- Highly developed analytical, problem recognition and decision making skills
Date d'expiration
01/03/2020