An International Contact Centre currently has a vacancy for a full-time WFM Manager.

This position is an external and internal facing role responsible for the forecasting and reporting of staffing impacts that lead to missed SLA. This position forecasts and reports on call volume demand and directs the scheduling of sufficient staff and training for appropriate skills based routing based on historical and anticipated volume across all clients including long-term, medium term, and short term forecasting and scheduling adjustments.

Forecasting and Scheduling:

• Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.
• Schedules agent shifts and communicates shifts to appropriate team members.
• Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR
• Monitors real time contact volume both call and associated service levels and staffing requirements.
• Trends real time call arrival patterns and adjusts staffing accordingly.
• Identify call routing anomalies using real time monitoring applications.
• Analyze real time contact centre performance for same day staffing adjustments and call routing re-alignments.
• Identifies real time call volume interruptions and system outages that impact contact centre performance.
• Escalates contact centre interruptions to appropriate business continuity leaders in a timely fashion.
• Maintain current and accurate agent skill set inventory and schedule recruiting / training departments involvement as required.
• Maintain current and accurate agent group inventory and schedule recruitment / training as required.


Required Skills:

• Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft Excel, Windows operating systems.
• Experience implementing new software / applications useful.
• Solutions-oriented, detail oriented individual
• Leader and a motivator, you won’t do all the work yourself, but you should possess the ability to bring sometimes competing interests together that best serve our purpose, the clients we serve and ultimately their customers.
• Demonstrated strong verbal, written, and presentations skills.
• Demonstrated analytical skills
• Proactive working style.
• Able to work with minimal supervision
• Proven ability to meet deadlines with accuracy
• Proven ability to multi-task
• Demonstrated ability to quickly learn new systems and processes.
• Strong documentation skills.
• Detail oriented; accuracy is critical.

Experience Required:

• At least 3-years scheduling experience preferred.
• 3 plus years managing others and/or experience in Workforce Management

Please only apply should you meet the above criteria.

Please note that correspondence will only be conducted with short listed candidates.

Should you not hear from us within the next 2 weeks, please consider your application unsuccessful.