Overview
The Workforce Management (WFM) Manager is responsible for overseeing the efficient and effective management of workforce planning, real-time operations, and management of information processes within Teleperformance SA. This role ensures that operational demands are met by accurately forecasting workforce needs, optimizing schedules, and managing resources to achieve key performance indicators (KPIs). By collaborating with multiple departments, the WFM Manager contributes to the success of operations, ensuring seamless delivery and alignment with business objectives while maintaining employee satisfaction and compliance with labor laws.
Qualifications and Experience
•6+ years of experience in workforce management, with at least 3 years in a leadership role.
•Proven track record of working with multi-skilled, multi-site, virtual customer centers.
•Experience in managing outsourcers and collaborating with departmental stakeholders.
•Advanced understanding of labor laws and workforce management compliance.
•FTE sizing and budget management experience.
•Proficient in Microsoft Office Suite, particularly Word, PowerPoint, and Outlook.
•Expertise in WFM tools (e.g., IEX, Verint, Genesys) and advanced Excel skills.
•Strong understanding of ACD telephony systems and workforce planning practices.
•Proven experience in coaching and managing WFM teams.
•Ability to build strong, collaborative teams and motivate staff effectively.
•Advanced analytical skills to interpret complex data and make data-driven decisions.
•Ability to identify inefficiencies and recommend actionable solutions.
•Strong facilitation, presentation, and interpersonal skills.
•Experience in advanced stakeholder management and confidently challenging at senior levels.
•Organized, adaptable, and capable of working under pressure while maintaining accuracy.
•Customer-focused with a "can-do" attitude and high resilience.
•Flexible and innovative, with a structured approach to problem-solving.
Key Responsibilities and Accountabilities
Workforce Planning and Forecasting
•Analyze historical trends and external factors to forecast future staffing requirements.
•Create accurate workforce schedules to balance peak and non-peak periods while considering employee skills, availability, and preferences.
•Oversee the build plan for resource allocation to meet operational needs.
Real-Time Management
•Monitor and adjust staffing levels in real-time using WFM systems like IEX, Verint, and Genesys.
•Ensure adherence to schedules and service levels across multiple contact channels (voice, email, chat).
•Proactively address intraday challenges, including unplanned absences, call surges, or technical disruptions.
Data Analysis and Reporting
•Generate and analyze reports on key workforce metrics, including service levels, occupancy, and productivity.
•Conduct root-cause analyses for forecast variances and recommend actionable improvements.
•Utilize advanced Excel and other analytical tools for scenario modeling and data visualization.
Team Management and Collaboration
•Lead and mentor a team of workforce analysts, schedulers, and planners, ensuring high performance and professional development.
•Collaborate with operations, HR, and finance teams to align workforce strategies with business objectives.
•Facilitate effective communication with stakeholders regarding staffing plans, changes, and performance expectations.
Process Optimization and Compliance
•Identify opportunities to enhance workforce management processes through automation or strategic adjustments.
•Ensure compliance with labor laws, company policies, and contractual KPIs.
•Partner with recruitment and training teams to address skill gaps and future staffing needs.
Skills & Competencies Required
Emotional Intelligence — Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action. Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships.
Entrepreneurship — Visionary leadership often requires taking initiative, managing risks, and driving innovation.
Communication — Clear, persuasive, and empathetic communication is a cornerstone of effective leadership.
Collaboration — Effective interpersonal skills are essential for teamwork and building strong professional relationships.
Open-Mindedness — Being receptive to different perspectives helps in building meaningful relationships.
Solution Orientation — Problem-solving is the process of analyzing an issue, finding its causes, and figuring out the best way to fix it. Solution orientation is the mindset of focusing on solutions instead of just the problem. They work together because: problem-solving helps understand the issue, and solution orientation keeps things positive and action-focused instead of getting stuck on obstacles. Together, they ensure both analysis and action to fix problems efficiently.
Process Excellence — Achievement-oriented individuals strive for efficiency and effectiveness in their work.
Critical Thinking — They analyze situations to overcome obstacles and achieve results.
