Deskripsi Pekerjaan
Are you a strategic leader passionate about optimizing workforce efficiency? eClerx is seeking a dynamic WFM Manager to spearhead our workforce planning, forecasting, and scheduling operations in our fast-paced BPO environment. In this pivotal role, you will drive data-driven decisions to ensure optimal staffing levels, maximize productivity, and reduce operational costs. You will collaborate with cross-functional teams to align workforce strategies with business goals and ensure seamless service delivery. Join a global leader in business process management and take your career to the next level.
Tanggung Jawab
- Lead the end-to-end workforce planning, forecasting, and scheduling functions to ensure optimal resource allocation.
- Analyze performance metrics, service levels, and contact volumes to identify trends and areas for improvement.
- Develop and manage master schedules, ensuring coverage for all shifts and adherence to service level agreements (SLAs).
- Optimize labor costs by analyzing staffing ratios, absenteeism, and shift patterns.
- Collaborate with Operations Managers and Team Leads to implement effective staffing strategies.
- Conduct regular reviews of forecasting models to enhance accuracy and reliability.
- Oversee the implementation of workforce management tools and software.
Kualifikasi
- Bachelor’s degree in Business Management, Statistics, Mathematics, or a related field.
- Minimum of 3-5 years of experience in Workforce Management, specifically within a BPO or Call Center environment.
- Strong proficiency in WFM tools (e.g., Calabrio, Genesys, NICE) and advanced Excel skills.
- Excellent analytical and problem-solving abilities with a focus on data interpretation.
- Proven leadership skills with the ability to motivate and manage a diverse team.
- Strong communication skills, both verbal and written.
- Ability to work in a fast-paced, high-volume environment while maintaining attention to detail.