workforce manager

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Job Description

Randstad is recruiting an experienced Workforce manager for a multinational outsourcing company, for a project dedicated to a telecommunications company from USA.

The Workforce Manager will coordinate plans to ensure that all staffing needs are met according to client and hiring company requirements, based on actual behavior in the call arrival patterns.
Control an understanding of the internal performance; provide reports, information and leading WFM Team in how to reach high levels of Staffing Levels, schedule adherence, line adherence.

Job Description

• to coordinate and supervise the work of all Forecasting & Scheduling and MC teams on his assigned locations;
• audit WFM deliverables in order to validate the hiring company and Client’s needs are accomplished;
• ensure the functions of all other members of the WFM department are value-added;
• empowerment of the WFM department to know internal and external clients’ needs;
• keep proper documentation for all WFM processes;
• responsible for the delivery, in a timely manner, of all the department activities and reports.
• adequate use and improvement of the WMF strengths and development of their opportunity areas;
• set common goals for the department;
• prioritize and execution;
• oversee WFM Software implementations, changes, and their licences needs;
• ensure WFM Key metrics are in goal.
  

Requirements

• 3 years of experience in call center;
• 1 years of experience in WFM;
• team management experience;
• computer skills;
• advanced excel knowledge;
• advanced statistical knowledge;
• adaptability;
• customer orientation;
• teamwork;
• communication;
• initiative customer;
• leadership;
• strategic thinking;
• team development;
• results-oriented;
• change management;
• empowerment;
• advanced English written and spoken.