Stealth’s Workforce Management Manager is responsible for ensuring that the Monitoring Center meets the established standards of quality including reliability, usability, and performance.
Ensuring that the organization has the right number of resources at any given time of operations. Maintain focus on operational effectiveness of the center and ensure that client requirements, service levels, and expectations are met. WFM Manager is held accountable for schedule adherence, service level, and absenteeism. Forecast and prepare for alarms and escalation volume, as well as monitor and report on in chair occupancy, and other components of the monitoring workflow.
This position is responsible for planning, forecasting, real time monitoring, reporting cost management and be an expert in all aspects of Workforce Management function.
Responsibilities:
- Understanding of key business objectives, timeframes, and requirements associated with Workforce Management.
- Responsible for tracking, forecasting analyzing real time management and planning of assigned volume, headcount requirements, shrinkage and attrition.
- Analyze intraday statistics, workforce performance, service levels, and scheduling statistics to recommend courses of action in balancing service levels to business and staff requirements.
- Work closely with Operations Management to assist in enforcing schedule adherence and transactional threshold guidelines of all accounts.
- Analyze current and historical work volumes and patterns, handling time, productivity trends, and all future volume/work requirements to develop budget and volume/work forecasts;
- Maintain scheduling consistency for operators based on absenteeism, attrition, breaks, lunches, time off, vacations, outages, etc. They are responsible for real time monitoring and updating of operator schedules.
- Makes strategic recommendations to improve productivity while balancing service levels and costs.
- Work closely with the BCP lead to plan and implement strategies in times of outages and any scenarios that may affect the workforce.
- Locate and define new process improvement opportunities.
- Work close with the Quality Assurance and Continuous Improvement teams to identify and communicate process improvement initiatives.
- Perform other duties as assigned
- Ability to provide support to operations
- Ensures that the team follows workforce procedures.
- Participates in daily and weekly meetings that requires WFM involvement.
Qualifications:
- Possess a Bachelor's/College Degree , any field
- Ten years of experience in workforce management analysis and reporting.
- Advanced excel skills is required.
- Advanced macro and programming skills is preferable.
- Proven ability to analyze results and recommend solutions.
- Experience in communicating to all levels of organization.