Workforce Management (WFM) Manager

Insite Managed Solutions • Fort Lauderdale, FL

11h • Hybrid

About The Position

As a Workforce Management Manager, you will solve complex challenges and lead the program through critical transformations. At the most elementary level, you will partner with the client to ensure they win and succeed. This role has an incredible opportunity to leave a positive impact within the program and Insite individuals. As a member of our Workforce Management team, you will solve complex workforce problems by completing a variety of data analytics, mapping processes, finding root cause(s), comparing benchmarks, creating analytical models, selecting solutions, and assisting with implementation. You will do this independently and in a team environment. When unsure about a topic, you will research intelligence through a variety of resources to achieve expert-level competency.

Requirements

• Workforce management experience within a Business Process Outsourcer (BPO)
• Proficiency analyzing and actioning on forecasts, capacity planning, Service Level vs. Budget, etc.
• Strong analytical and communication skills
• Strong Microsoft Office product proficiency (PowerPoint and Excel: experience using pivot tables, formulas, etc.)
• Expert knowledge in root cause analysis, current industry trends, and process improvement recommendations for various departments and industries

Nice To Haves

• Experience and/or qualified in Lean/Six Sigma or other process improvement methodologies
• Strong understanding and utilization of workforce technologies and platforms

Responsibilities

• Align workforce management strategies with call center objectives
• Optimize staffing levels to meet call volume demands
• Monitor and maintain adherence to service level agreements (SLAs)
• Collaborate with call center teams to address operational needs
• Analyze call center data to identify trends and areas for improvement
• Be curious and creative with data, the process, and the business of operations to learn, discover new insights, and contribute
• Immerse yourself with clients to analyze how their business transacts and could be improved for tomorrow
• Participate in or lead workshops, readouts, and status updates using techniques to seek input, navigate audience dynamics, and gain commitments
• Be conscious of time management to achieve engagement timeline, find more efficient ways to complete tasks, and ask for help when needed
• Create and present materials and facilitate meetings with clients and stakeholders at all levels, while demonstrating the ability to jump between multiple projects

Benefits

• 401k
• PTO
• benefits (health, vision, dental, short/long term disability, and more eligibility within 1 month of start date)
• rotating employee events and activities
• Hawaiian Fridays
• employee celebrations

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed