Sr. WFM Manager

Job Description

• As a Sr. WFM Manager you will be accountable for Capacity Planning, staff Planning , Scheduling, RTM, Financial Planning, Client Engagement and Stakeholder management
• You will ensure the accuracy of billing processes and procedures for all clients within the site.
• You will also identify and report on account profitability opportunities and recommend strategies to improve campaign processes.
• You will also be held accountable for schedule adherence, service level, absenteeism, and other key service and efficiency metrics.
• Moreover, you will forecast and prepare for voice and non-voice volume and monitor seat occupancy, average handle time and other factors to measure campaign performance.
• You will also work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns.
• You will also manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations.
• Moreover, you are expected to achieve 100% accuracy and speed of delivery requirements. You shall implement scheduling strategies and initiatives to enable the business to achieve its objectives.