WFM Manager - KL

null

Responsibilities:

• Develop accurate volume and staffing forecasts based on historical data and industry trends.
• Collaborate with operations teams to understand client requirements and ensure optimal resource allocation.
• Create and manage employee schedules to meet client service level agreements (SLAs).
• Implement scheduling strategies to optimize staffing levels and maximize productivity.
• Monitor and analyze real-time performance data to make immediate adjustments to staffing levels.
• Implement contingency plans to address unforeseen challenges and ensure uninterrupted service delivery.
• Generate and analyze workforce performance reports to identify trends and areas for improvement.
• Provide regular updates to leadership on key performance indicators (KPIs) and recommend strategies for enhancement.
• Lead and mentor a team of WFM professionals, fostering a culture of c...