Workforce Manager– Contact Center
工作环境：Riseup Labs 寻找一个经验丰富的劳动力管理员-联系中心。劳动力总监 (WFM) 是负责确保接触中心能够达到服务水平，质量和生产力目标的最佳人员。这个角色监督预测，能力规划，时间表创建，实时管理和绩效报告.WFM 经理与运营，人力资源，培训和质量团队密切合作，以平衡客户体验与操作效率和代理参与度。职责责任：·预测 & 能力计划：• 从历史数据，趋势和业务见解来制定短期，中期和长期呼叫/接触量预测。• 通过各种道 （语音，电子邮件，聊天，社交和后台任务）进行工作负载分析。•考虑人员缩小，占用量，服务标准和生产力目标计算员工需求。•提出清晰的战略和建议与领导层的人员计划和风险。·安排和资源分配：• 建立和维护预测需求的代理时间表，同时支持员工偏好，尽可能的情况下。•优化班级模式，休息，休假规划和班次报价。•协调人事资源和培训关于招聘时间表，上班课程和培训活动。•确保调度政策是明确的，公平的，并遵守。·实时管理 (RTM): • 实时监测排队，遵守情况，缺席和日内性能。• 采取积极行动来维持服务水平 （例如：重新分配任务，调整休息，自愿 OT,VTO）. • 沟通对运营的日内更新和风险。• 记录和分析日内变化。· 报告与分析 •生成和分析绩效仪表板 （服务水平，AHT,缩减，预测精度，占用率等）. •提供可操作的见解，有助于提高效率，质量和客户体验。•进行根源分析并建议改进运营。· 领导力和合作。• 领导和发展 WFM 分析师，时间安排人员和实时协调员。• 作为运营部门关于人事决策和劳动力战略的关键顾问。• 与技术团队合作优化 WFM 工具和自动化。•与前线领导者建立牢固关系以确保理解和遵循 WFM 流程。教育要求：·商业学士学位，运营管理，数学或相关领域 （或同等）.
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Job Context:
Riseup Labs looking for an experienced Workforce Manager-Contact Center. The Workforce Manager (WFM) is responsible for ensuring the contact center is optimally staffed to meet service level, quality, and productivity goals. This role oversees forecasting, capacity planning, schedule creation, real-time management, and performance reporting. The WFM Manager works closely with Operations, HR, Training, and Quality teams to balance customer experience with operational efficiency and agent engagement
Job Responsibilities:
- Forecasting & Capacity Planning:
- • Develop short-, medium-, and long-term call/contact volume forecasts using historical data, trends, and business insights.
- • Conduct workload analysis across channels (voice, email, chat, social, back-office tasks).
- • Calculate staffing requirements considering shrinkage, occupancy, service standards, and productivity targets.
- • Present staffing plans and risks to leadership with clear strategies and recommendations.
- Scheduling & Resource Allocation :
- • Create and maintain agent schedules that meet forecasted demand while supporting employee preferences when possible.
- • Optimize shift patterns, breaks, time-off planning, and shift bids.
- • Coordinate with HR and Training on hiring timelines, onboarding classes, and training events.
- • Ensure scheduling policies are clear, fair, and adhered to.
- Real-Time Management (RTM):
- • Monitor real-time queues, adherence, absenteeism, and intraday performance.
- • Take proactive actions to maintain service levels (e.g., reassigning tasks, adjusting breaks, voluntary OT, VTO).
- • Communicate intraday updates and risks to Operations.
- • Document and analyze intraday variance.
- Reporting & Analytics
- • Generate and analyze performance dashboards (service level, AHT, shrinkage, forecast accuracy, occupancy, etc.).
- • Provide actionable insights that help improve efficiency, quality, and customer experience.
- • Conduct root-cause analyses and recommend operational improvements.
- Leadership & Collaboration
- • Lead and develop WFM analysts, schedulers, and real-time coordinators.
- • Act as a key advisor to Operations on staffing decisions and workforce strategies.
- • Partner with Technology teams to optimize WFM tools and automation.
- • Build strong relationships with frontline leaders to ensure WFM processes are understood and followed.
Educational Requirements:
- Bachelor’s degree in Business, Operations Management, Mathematics, or related field (or equivalent experience).
Additional Requirements:
- 3–5+ years of experience in workforce management in a contact center environment.
- Proficiency with WFM platforms (e.g., NICE, Verint, Genesys, Calabrio) and Excel/Sheets.
- Strong analytical, mathematical, and problem-solving skills.
- Experience interpreting operational KPIs and making data-driven decisions.
- Excellent communication—able to present complex concepts clearly
Preferred Qualifications :
- Experience managing multi-channel contact centers (voice, chat, messaging, email).
- Knowledge of Erlang C, forecasting methodologies, and capacity modeling.
- Background in leading WFM teams in fast-paced or high-growth environments.
- Familiarity with reporting tools (Power BI, Tableau, SQL).
- Project management certification or experience with continuous improvement methods (Lean/Six Sigma).
- Competencies
- Analytical Thinking: Ability to interpret large datasets and identify trends.
- Strategic Planning: Balances long-term resource needs with short-term operational demands.
- Detail Orientation: Ensures accuracy in forecasts, schedules, and reporting.
- Collaboration: Works cross-functionally with multiple departments.
- Adaptability: Adjusts quickly to changing business needs or unexpected events.
- Leadership: Develops a high-performing WFM team and fosters a culture of accountability.
Workplace:
- Remote
Salary:
Negotiable (Based on experience and skills)
Office Time: 07.00 PM-04.00 AM (Remote)
Compensation & Other Benefits:
- General Leave: 10 days
- Festival Bonus-2
- Weekly 2 holidays (Saturday & Sunday)
- Annual Salary Review
The Application Process:
- Telephone Round.
- Interview with the Operations Team/Client & Talent Acquisition Team.
- Job Offer
N.B.: Only shortlisted candidates will be communicated in the recruitment process.
Originally posted on Himalayas