Workforce Services Associate Manager (Voice)

JOB DESCRIPTION

Responsibilities:

• The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.
• On boarding of new accounts in Location/Delivery Assurance vertical. This includes communication with WFM Shared Services for the new account onboarding and identifying and deviation from standard SOD.
• Participates in the action and strategic planning process that establishes annual objectives and goals for an organization
• Responsible for delivery on all contracts / SLAs
• Manages internal and external audit with processes and controls.
• Responsible for the development of resources under his/her span
• Provide Operations Director/Managers with input on possible resolutions. Provide solutions 

  to escalated issues and updates.

• This position would be responsible for the performance management of all employees 

  reporting directly / indirectly under him / her.

• Develop programs/modules/projects or other initiatives for WFM Teams development and 

  efficiency

• Serve as a resource for training and reporting of Call Center-WFM efficiencies,

  account/team/individuals statistical analysis and process improvement.

• Participate in customer presentations, client calls, and quarterly business reviews to 

  represent the workforce management department.

JOB QUALIFICATIONS:

• With 7-years overall workforce management (WFM) related experience (at least 5-years supervisory/ management experience)
• Required experience in either of the following skills: RTA (Real Time Adherence), Scheduling, Capacity Planning and Forecasting
• With client facing experience