wpa Manager - perceptaTTEC

Position Summary
The Manager of Workforce Management (WFM) is responsible for forecasting, program modeling, intra-day management, and WFM coordination Percepta's contact centers. This position will oversee and ensure all WFM driven contractual goals are met using best in class processes. Coordinate efforts between direct reports, other WFM team members, and Operations to support the global use of Percepta's workforce management theory.
The WFM Manager position will have responsibilities to oversee or directly asses and implement tactical and strategic WFM processes.
Duties and Responsibilities
Staff Management Development
Provide leadership to direct reports, creating a culture of accountability and development to drive continuous improvement in the team's performance.
Promote positive and supportive relationships with all reports and members of the global team.
Provide task direction and support to WFM Business Planners and other WFM reports.
Mentor and coach reports by addressing gaps in skill set or knowledge.
Tactical and Strategic WFM Support
Responsibility for short & long term labor management, multi contact type volume forecasting and integration with Client SOW's for accurate budget tracking and monthly variable labor forecasting. Coordinating with HR, Training, and Ops to ensure resource availability once financial impacts are realized.
Develop and maintain an enterprise capacity model that will be utilized by Percepta & Client leadership in determining placement of new LOB's or resource sharing opportunities.
Complete ad hoc labor analysis to determine appropriate staffing levels for process enhancements or prospective business RFQ's.
Evaluate and implement process improvements related to the WFM business planning processes. Ensure forecasting practices and processes are documented and executed within Percepta and industry standards.
Responsible for tracking multi-million dollar budget staffing impacts and partner with the Finance Department and Operations Managers on monthly variable labor forecasting and the annual budget spend.
Oversee monthly forecasting meetings with Operations Managers and Clients.
Oversee the scheduling and real-time management functions for the assigned region.
Ensure optimal agent schedules to meet program goals while balancing employee satisfaction.
Deliver metrics at a monthly, weekly, daily and intraday level for all WFM managed queues as evaluated by need and scope.
Work with business owners to define business parameters and initiatives related to the operations needs of clients both internal and external.
Maintain detailed records of volume, handle time, and other staffing impacts for future forecasting accuracy.
Ensure forecasting practices and processes are documented and executed with best in class goals and COPC standards in mind.
Provide risk assessment and mitigation for all Percepta WFM program metrics.
Data Analytics/Reporting
Responsible for reviewing and evaluating call center performance and metrics, identifying trends, recognizing opportunities for improvement, and recommending changes based on results from analysis performed. Provide upper management with hypotheses and recommendations related to the findings in the data.
Review and provide input to business cases for staffing or process changes. As changes are implemented you will track the impacts of the change to determine the success and/or impacts to staffing and costs.
Miscellaneous
Coordination and relationship management of key internal and external stakeholders, cross-functional department heads, consultants and other support partners as identified.
Work on activities and/or projects as requested by the Enterprise Resource Planning and Reporting Manager, Site Director or Executive Leadership.
Ability to interface with all levels of management including Executives within Percepta and Clients.
Assist in planning and leading WFM related projects utilizing a consistent project management method.
Education
Bachelor's Degree in business, computer science, or related field/ equivalent work-related experience.
Experience
5+ years WFM experience, supporting multiple contact centers and multiple programs in the capacity of Management or forecasting responsibility.
Must have leadership or staff management experience.
Preferred experience in supporting multiple contact channels including planning for and managing daily service levels goals for back office functions. (Inbound, Outbound, Social Media, Chat, Email, Back Office).
Skills
Leadership skills in establishing effective working relationships and producing desired outcomes in a multi-level organization.
Excellent presentation skills with strong ability to present both qualitative and quantitative information in a clear, concise and persuasive manner to all levels of the organization.
Intermediate or advanced proficiency in with the use of Microsoft programs such as Excel, Word, PowerPoint, and Outlook.
Phone and contact center systems knowledge.
Strength in working on self-managed projects in conjunction with other departments.
Other
This position required a high level of professional integrity. Client and employee information must be kept confidential.
Must be available to work varied shifts.
TTEC

Cainta, Rizal
Permanent
Full-time