Description

Workforce Manager duties and responsibilities

Workforce managers oversee productivity at companies by assessing, analyzing, and reporting employee productivity at the individual, departmental and institutional levels. They determine the best way to utilize employees’ productivity skills using techniques and theories of workforce management. They track laborer time using daily, weekly, and monthly measurements and use workforce optimization software to improve efficiency and forecast staffing needs taking contact volume and headcount requirements into account.

Qualifications

3 years and Up experience as a Workforce Manager or any related workforce
Must have experience in handling a team of leads and workforce analysts
Create and maintain meaningful dashboards and reports
Handle stakeholder escalation to ensure satisfaction, and act as an interface between team and management
Roll out agent schedules, reporting, timekeeping, and call controlling that meet required and committed capacity for programs assigned on a weekly basis
Up to 80k-100k salary ( but it depends on the experience of the candidate )