Duties

• Responsible for all aspects of Workforce Management
• Manage, motivate, coach and support Workforce Management supervisors and their teams
• Act as a point of escalation for all matters involving WFM
• Act as a point of contact for clients, client Services and Operations Management for all matters involving WFM
• Ensure programs are right staffed, efficiently scheduled and that service levels are met while maintaining profitability

Skills and Competencies

• High level of attention to detail
• Expertise in all areas of contact center management analytics
• Project Management skills
• Good analytical skills
• Ability to communicate effectively to all levels of management, both written and verbal
• Strong proactive decision making and problem solving s...