Workforce Manager
Miami, FL
Full Time
Mid Level
SUMMARY
The Workforce Management (WFM) Manager at Alivi will lead the planning, development, and execution of workforce management processes to ensure optimal staffing, scheduling, and real-time management. This role will work closely with operations, training, quality assurance, and BPO partners to support efficient service delivery, achieve SLAs, and enhance the customer and employee experience.
The WFM Manager will drive workforce strategy by leveraging advanced WFM tools (e.g., Verint) and methodologies to optimize contact center performance across multiple lines of business (LOBs).
DUTIES & RESPONSIBILITIES
REQUIREMENTS & QUALIFICATIONS
COMPETENCIES
The Workforce Management (WFM) Manager at Alivi will lead the planning, development, and execution of workforce management processes to ensure optimal staffing, scheduling, and real-time management. This role will work closely with operations, training, quality assurance, and BPO partners to support efficient service delivery, achieve SLAs, and enhance the customer and employee experience.
The WFM Manager will drive workforce strategy by leveraging advanced WFM tools (e.g., Verint) and methodologies to optimize contact center performance across multiple lines of business (LOBs).
DUTIES & RESPONSIBILITIES
- Lead and manage the WFM team, responsible for forecasting, scheduling, intraday management, and reporting to ensure efficient operations.
- Develop and maintain accurate long-range, short-term, and intraday forecasts for call volume, AHT, and staffing needs, aligning with business initiatives, seasonality, and growth projections.
- Ensure appropriate coverage by overseeing scheduling, managing shift bidding, and handling time-off to balance employee satisfaction and operational requirements.
- Monitor real-time contact center performance, adjusting like reskilling agents or activating BPO overflow to meet SLAs and address unexpected volume spikes or service disruptions.
- Conduct shrinkage and attrition analyses to refine staffing forecasts and improve efficiency.
- Generate and distribute performance reports, such as SLA adherence, forecast accuracy, and schedule efficiency, providing actionable insights for operational improvements.
- Leverage WFM data to recommend strategies for enhancing efficiency, reducing costs, and optimizing staffing.
- Maintain an accurate WFM reporting suite to ensure transparency and data integrity for all stakeholders.
- Mentor and develop WFM team members, fostering a collaborative and accountable culture while providing training on WFM tools, processes, and best practices.
- Ensure effective use of the Verint WFM system and other tools, partnering with IT to resolve system issues or implement new features.
- Recommend technology upgrades and process improvements to support operational efficiency and scalability.
- Collaborate with BPO partners on staffing plans, forecasting, and performance expectations, conducting regular reviews to ensure SLA and contractual compliance.
REQUIREMENTS & QUALIFICATIONS
- Minimum of 5 years of experience in workforce management, including forecasting, scheduling, and real-time management in a contact center environment.
- At least 2 years of leadership or management experience.
- Exceptional analytical and problem-solving abilities.
- Strong communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
- Ability to thrive in a fast-paced environment and manage competing priorities effectively.
- Commitment to fostering a positive employee and customer experience.
COMPETENCIES
- Proficiency in Verint or equivalent platforms.
- Strong command of Microsoft Excel and other reporting/analytical tools.
- Experience with ACD systems (e.g., Five9) and contact center performance metrics
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