工作流程管理经理
WFM Manager
概述
作为人力管理（WFM）经理，你的主要职责是确保账户及其员工的高效有效管理。这包括监督计划、实时管理和管理信息资源及流程，安排和分配资源，确保足够的人员配置以满足运营需求，并优化员工生产力。你的工作将涉及分析历史工作模式并预测未来需求，以制定准确的人力资源排班。你需要与部门经理和团队领导合作，了解他们的人员需求，并确保排班符合业务目标。
此外，你还需要根据实时数据（如电话量、客户需求或生产目标）监控和调整人员配置。这包括对排班进行战术性调整，协调加班或培训，并处理可能影响员工可用性的任何意外情况。
你将负责生成报告并分析关键人力指标，以识别趋势、模式和改进领域。通过跟踪和分析数据，你可以发现潜在的低效环节，并实施策略以优化人力生产力和服务水平的遵守情况。
总体而言，WFM经理在确保组织有序且高效的员工队伍中发挥着关键作用，你平衡运营需求与员工满意度的能力将有助于公司的成功。
资格要求
教育与专业培训
- 精通使用人力管理工具 –（6年以上经验）
- 精通Excel进行建模和情景规划，有在虚拟多技能、多地点客户中心工作的经验
- 有与外包商和部门利益相关者合作的经验
- 熟悉ACD电话系统
工作经验
- 团队管理与辅导技能
- 解决问题和决策能力：
- 领导力和团队管理：领导一支由人力分析师、排班员和计划员组成的团队需要强大的领导能力
- 有WFM领导岗位的工作经验，有直接辅导和管理团队的经验
- FTE规模经验
- 预算管理、时间管理、有效沟通、解决问题、分析和技术技能
- 全面的计算机技能
- 沟通能力强且有影响力
- 个人效率高
- 合作精神强
- 熟悉
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Overview
As a Workforce Management (WFM) Manager, your primary responsibility is to ensure the efficient and effective management of accounts and its workforce. This includes overseeing Planning, Real Time Management and Management information resource and processes, scheduling and allocation of resources, ensuring adequate staffing levels to meet operational needs, and optimizing productivity within the workforce. Your job would involve analyzing historical work patterns and forecasting future demand to develop accurate workforce schedules. You'll need to collaborate with department managers and team leaders to understand their staffing requirements and ensure schedules align with business objectives.
Additionally, you would monitor and adjust staffing levels based on real-time data, such as call volumes, customer demand, or production targets. This involves making tactical changes to schedules, coordinating overtime or training as needed, and addressing any unexpected changes that may impact workforce availability.
You'll have the responsibility of generating reports and analyzing key workforce metrics to identify trends, patterns, and areas for improvement. By tracking and analyzing data, you can identify potential inefficiencies and implement strategies to optimize workforce productivity and adherence to service levels.
Overall, the WFM Manager plays a crucial role in ensuring a well-organized and productive workforce, and your ability to balance operational needs with employee satisfaction will contribute to the success of the company.
Qualifications
Education & Specific Training
- Expert skills in using a Workforce Management tool – (6+ years)
- Expert skills in Excel for modelling and scenario planning, Experience in virtual multi-skilled, multi-site Customer Centres
- Experience in working with Outsourcers, and departmental stakeholders
- Knowledge in ACD telephony
Work Experience
- Team management and coaching skills
- Problem-solving and decision-making skills:
- Leadership and team management: Leading a team of workforce analysts, schedulers, and planners requires strong leadership skills
- Experience working in a WFM Leadership role, with direct experience of coaching and managing a team
- FTE sizing experience
- Budgeting, Time-Management, Effective communication, Problem solving, Analytical and Technical Skills
- Comprehensive computer skills
- Communicative and influential
- Personally effective
- Team Player
- Knowledge of WFM systems and practices.
- Creative and flexible
- Organized and structured
- Ability to work under pressure whilst maintaining accuracy
- Business awareness and Leadership skills
- Lives and breathes the company values
- Advanced relationship building and stakeholder management skills
- Able to confidently challenge at a senior level
- Team building skills
- Resilience and focus
- Superior facilitation & presentation skills
- Contract KPI knowledge and awareness
- Self-motivated and can motivate others, with can-do attitude
Technical Skills
- Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others.
- Customer focused
Responsibilities
· Analyses historical data and trends to forecast future staffing requirements accurately. They consider factors such as call volume, chat volume, email volume, or other workloads to determine the necessary staffing levels.
· With overall responsibilities of creating and maintaining the build plan, the WFM Manager creates and oversees the management of employee schedules to ensure appropriate coverage during peak and non-peak times. They consider factors like employee availability, skills, and preferences while maintaining compliance with company policies and labour laws.
· Ensures the overall efficiency of operations by monitors the management of real-time staffing levels and adjusting schedules or reallocating resources as needed. Use Client and Internal workforce system and tools to track staff adherence to schedules and manage intraday changes.
· Builds and maintains accurate forecasting models by analysing historical data and external factors (e.g., seasonality, marketing campaigns, events). They also generate reports on key performance indicators (KPIs) related to staffing, service levels, and other metrics to track operational efficiency and make data-driven decisions.
· Ensures that the account and operational area has the necessary capacity to handle workload demands. They collaborate with the operations team to determine the required number of employees and optimize resources accordingly.
· Works closely with the Recruitment and Training department to provide insights and data on staffing needs and skill gaps. They may collaborate in the development of training programs to improve workforce productivity and optimize resource allocation.
· Identifies areas for improvement within the workforce management function and suggests process enhancements or automation opportunities. They may work with cross-functional teams to implement new tools, platforms, or methodologies for improved efficiency.
· Experience on usage in workforce management systems like IEX, Verint, Genesys, and expert on management of people and processes. This includes managing and optimizing staffing levels, forecasting and scheduling, monitoring real-time adherence, and conducting performance analytics. Knowledge of Excel or other data analysis tools is beneficial for managing and interpreting data effectively.
· Analyses historical data, identify trends, and forecast future staffing needs accurately. Proficiency in statistical analysis, data interpretation, and the ability to work with complex algorithms and models are crucial.
· Effective presentation skills, and ensure communication for coordinating staffing plans, liaising with different teams, and aligning workforce strategies. Collaboration skills are essential for working with other stakeholders such as HR, operations, and finance teams to ensure smooth operations and meet business goals.
· Understanding of labour laws and regulations related to scheduling, overtime, breaks, and other workforce management considerations is important to ensure compliance and avoid legal issues.
Originally posted on Himalayas