Operational Workforce Manager

Job Description

Workforce Planning and Scheduling Lead

As a Workforce Management (WFM) expert, you will be responsible for developing and implementing workforce planning strategies that align with business goals.

• Forecasting and Staffing : Analyze historical data to predict future call volume and develop staffing plans based on forecasted demand and business objectives.
• Scheduling and Allocation : Create employee schedules that optimize resource utilization and minimize costs, manage employee time off requests, and ensure adequate coverage during peak periods.
• Performance Monitoring and Coaching : Monitor real-time adherence to schedules and performance metrics, identify areas for improvement, and provide coaching to employees, conduct performance reviews, and provide feedback.
• Data Analysis and Reporting : Analyze workforce data to identify trends and opportunities for optimization, generate reports on key performance indicators (KPIs) related to workforce management, present data insights to management to inform decision-making.
• Compliance Management : Ensure compliance with labor laws and company policies regarding scheduling and overtime, monitor employee time and attendance to prevent violations.