Workforce Management (WFM) Managers supervise the operational and fiscal activities of the Workforce Management department. They ensure accuracy of billing processes and procedures for all clients within the site. WFM Managers identify and report on account profitability opportunities and recommend strategies to improve processes. They maintain focus on operational effectiveness of the center and ensure that client requirements, service levels, and expectations are met. WFM Managers are held accountable for schedule adherence, service level, and absenteeism. They forecast and prepare for call volume, as well as monitor and report on in chair occupancy, average call handle time and other components of the overall work flow. WFM Managers may be directly involved in preparing plans and meeting with prospective clients. They develop and lead WFM team. WFM Managers oversee all aspects of the delivery of workforce management. Work daily to improve processes and performance that enhance bottom line results. Work closely with business partners and clients to resolve all related staffing and scheduling issues. Improve efficiency and accuracy of business process; create and implements process improvements. Manage the staff in accordance with company policies, procedures, and client service level metrics and expectations. Responsible for team engagement, leadership, performance management, coaching and talent development. WFM Managers adhere to TeleTech key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. Create and maintain a positive work environment.
Key Performance Objectives
1. Achieve 100% accuracy and speed of delivery requirements.
2. Manage day-to-day operations and deliverables.
3. Improve the key success metrics associated with workforce management goals.
4. Actively manage the staff, support, motivate and retain an outstanding WFM team.
5. Manage the communication.
6. Escalate system level issues to the appropriate systems/IT support/vendor team.
7. Ensure compliance with TeleTech's processes and tools, system changes.
Basic Qualifications
Strong understanding of TeleTech's business, core values, and goals
Strong verbal and written communication skills
Ability to manage multiple, complex, on-going tasks and projects
Ability to lead and partner successfully with staff and chain of command
Proficient English, both written and verbal
Great interpersonal skills
Strong attention to detail and desire to optimize procedures
Proficient statistical analysis, computer, and software skills
Open, honest, and empathetic manner when dealing with people
Strong attention to detail and desire to follow procedures
High customer service orientation
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
