WFM Manager
Image Icon Thailand · Bangkok
Category Operations
Full time

Key Responsibilities

  • Responsible for the overall management of RPM (WFM) team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.

  • Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance

  • Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mind set

  • Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required

  • Analyzing real-time call trends and adjust staffing to ensure service levels as well as company’s financial goals (efficiencies) are met

  • Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents

Skills & Experience

  • 7+ years in call center workforce management experience and team management

  • Experienced in forecasting, capacity planning and real-time workforce management.

  • Strong quantitative/analytical skills. Excellent interpersonal, written, verbal and listening skills

  • Proven ability to coach to, and drive for, results and provide strategic value and strong project management skills

  • Proficient with system reporting and scheduling tools as well as Microsoft Office (Excel, Word, PowerPoint, Outlook)