Job Information
Support Services Group WFM Manager in Heredia, Costa Rica
We are seeking an experienced and detail-oriented Workforce Management (WFM) Manager with a strong background in forecasting, WFM system experience (preferably Teliopti), and proficiency in managing multi-skill environments (Inbound, Chat, Email). The ideal candidate will play a crucial role in optimizing workforce efficiency, managing schedules, and implementing strategies to meet service level goals.
Key Responsibilities:
- Workforce Management:
o Develop and implement workforce management strategies to optimize staffing levels.
o Monitor and analyze real-time performance metrics to make data-driven decisions.
o Collaborate with various departments to align workforce planning with business objectives.
- Scheduling:
o Create and manage employee schedules to meet business requirements.
o Balance staffing levels to achieve optimal coverage and efficiency.
- Forecasting:
o Utilize historical data and industry trends to develop accurate forecasting models.
o Collaborate with relevant teams to gather data and insights for forecasting purposes.
o Regularly review and adjust forecasts based on actual performance.
- WFM System Experience:
o Demonstrate proficiency in using WFM systems, with a preference for experience with Teliopti.
o Leverage WFM technology to enhance scheduling, forecasting, and overall workforce optimization.
- Multi-Skill Proficiency:
o Manage workforce planning for multi-skilled environments, including Inbound calls, Chat, and Email support.
o Ensure efficient allocation of resources across different skill sets.
- Reporting:
o Generate and present regular reports on workforce performance and forecasting accuracy.
o Provide insights and recommendations for improvement based on data analysis.
- Communication Skills:
o Strong communication and interpersonal skills to collaborate effectively with teams.
o Provide clear and concise information to stakeholders at all levels.
Qualifications:
Preferred- Bachelor's degree in business, Statistics, or a related field.
Proven experience as a WFM Manager with a focus on forecasting.
WFM system experience, with a preference for Teliopti.
Proficiency in managing multi-skill environments (Inbound, Chat, Email).
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.