Workforce Management istant Manager - Contact Center

- Manage and supervise work force management day to day operations in an effort to increase operational effectiveness.
- Report and observe daily call center metrics on all projects, teams, and agent performance.
- Analyze and adjust staffing to maximize efficiency and service level requirements.
- Track and manage center attendance and schedule adherence.
- Manage staff ratios and seat utilization/optimization.
- Maintain and supervise WFM databases critical to the business by training and management of the team to ensure accuracy and efficiency.
- Build and monitor effective working relationships with internal and external departments.
- Track and observe continually on the changes to forecast and shift swapping.
- Observe, monitor, and report trends in project metrics.
- Work out various alternatives for identifying staffing needs and sources.
- Manage and track SLA for all processes and maintain the levels as agreed with the clients.
- Manage and oversee workload planning, forecasting, vendor integration, shift bids, vacation bids, scheduling efficiency, and agent efficiency.
- Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting).
- Work and emphasize for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies.
- Manage and improve data and information resources and the analytic and reporting systems required to support the work of operations efficiently and effectively.
- Present and illustrate charts, graphs, infographics, tables, maps and interactive data displays that communicate information clearly and stimulate viewer attention and engagement for a variety of management.
- Monitor the operations processes performance for inbound and outbound system maintaining maximum productivity.
- Establish departmental and individual goals and provide routine evaluations of progress toward these goals.
- Monitor staff achievements, perform periodic performance appraisals, and provide guidance, coaching or training to direct reports in performing their delegated duties.
- Optimize the use of personal and team time/effort in carrying out assigned duties, to ensure work meets agreed standards for timeliness and quality.
- Ensure continuous monitoring of trends in the market and provide advice to HR leadership on potential initiatives.
- Maintain confidentiality in all matters related to work and information.
- Perform any other duties assigned to him/her related to the nature of the work.