Description
The Senior Associate WFM Manager is a people leader role, responsible for leading a WFM team, enabling them to be successful and delivering against the prescribed KPIs.
The Manager enables their team and team members by providing coaching and feedback, building strong professional relationships, maintaining a regular flow of communication, and providing direction, support, and development.
The Manager also contributes to the overall WFM performance and culture, collaborating with peers and broader colleagues to ensure WFM delivers to the company and CEG objectives.
The Senior Associate WFM Manager is expected to be an SME in Workforce Management, having a good knowledge of WFM concepts, to support the team with challenges and capability and to adequately represent WFM, to senior stakeholders.
Responsibilities:
- Coaching and giving feedback
- People leadership
- Ensure team schedule is maintained to a high standard
- Provide clarity on performance vs targets
- Collaborate with other departments
- Reporting & data analysis
Requirements:
- 6+ years of WFM experience
- Experience in coaching and developing
- Experience in delivering high-level business objectives or initiatives
- Hands-on experience designing and configuring omnichannel routing strategies
- Proven ability to build routing logic from the ground up
- Strong understanding of contact center architecture