Deskripsi Pekerjaan
Join Transcom's dynamic team as a Workforce Manager and become a pivotal force in optimizing our call center operations. This strategic role requires you to balance real-time staffing needs with long-term workforce planning, ensuring seamless service delivery while maximizing efficiency and employee satisfaction. You'll leverage data-driven insights to forecast call volumes, schedule staff effectively, and implement performance improvement strategies. As a key leader in our customer service ecosystem, you'll collaborate with cross-functional teams to develop innovative solutions that enhance both customer experiences and team productivity. Transcom offers a collaborative environment where your expertise in workforce analytics, process optimization, and team leadership will directly contribute to our mission of delivering exceptional service. If you're passionate about operational excellence and empowering teams to succeed, this is your opportunity to make a significant impact in a growing organization.
Tanggung Jawab
- Develop and implement data-driven workforce management strategies to align staffing with predicted call volumes and service level targets
- Monitor real-time call center operations, adjusting schedules dynamically to maintain service quality and efficiency
- Generate comprehensive workforce reports analyzing key metrics like adherence, occupancy, and shrinkage
- Coach and develop team leads on effective scheduling practices and performance management
- Collaborate with HR to optimize recruitment, training, and retention strategies for contact center staff
- Implement process improvements to enhance workforce efficiency and reduce operational costs
- Ensure compliance with labor regulations and company policies across all scheduling practices
Kualifikasi
- Bachelor's degree in Business Administration, Human Resources, or related field
- Minimum 3 years experience in workforce management or call center operations
- Proficiency in WFM software (e.g., NICE, Verint, IEX) and workforce analytics tools
- Advanced knowledge of forecasting methodologies and scheduling best practices
- Strong analytical skills with ability to interpret complex data and make strategic decisions
- Excellent communication and leadership abilities with cross-functional team experience
- Proven track record of optimizing workforce performance while maintaining service quality
- Ability to thrive in fast-paced environments with competing priorities