Support Services Group is a leading U.S.-based global provider of high-touch omnichannel outsource contact center solutions.
Founded in 1998, our award-winning customer experience (CX) solutions have created exceptional outcomes for more than 50 of the world’s top brands and their customers.
We are an ambitious team of game changers who thrive on solving complex problems.
We are seeking an experienced and visionary Workforce Management (WFM) Manager with a proven track record of leading end-to-end workforce optimization. This role requires a strong background in strategic planning, WFM system proficiency (preferably Teleopti), and expertise in guiding multi-skilled environments (Inbound, Chat, Email) to achieve service level goals.
Key Leadership Responsibilities:
- Strategic Workforce Management:
- Lead the development and implementation of end-to-end workforce management strategies for optimal staffing levels.
- Provide guidance on interpreting real-time performance metrics, ensuring data-driven decisions align with organizational objectives.
- Foster collaboration across departments to ensure workforce planning complements and supports overall business strategies.
- Scheduling Leadership:
- Lead the creation and oversight of employee schedules, ensuring alignment with strategic objectives.
- Guide the balance of staffing levels to achieve optimal coverage and efficiency.
- Forecasting Leadership:
- Provide strategic direction for comprehensive workforce forecasting by leveraging historical data and industry trends.
- Oversee collaboration with relevant teams to gather data and insights for forecasting purposes.
- Lead the regular review and adjustment of forecasts based on actual performance.
- WFM System Leadership:
- Demonstrate executive-level proficiency in utilizing WFM systems, with a preference for experience with Teliopti.
- Provide strategic leadership to leverage WFM technology for enhanced scheduling, forecasting, and overall workforce optimization.
- Multi-Skill Environment Leadership:
- Lead workforce planning initiatives for multi-skilled environments, including Inbound calls, Chat, and Email support.
- Ensure the efficient allocation of resources across different skill sets.
- Comprehensive Reporting Leadership:
- Provide strategic oversight in generating and presenting comprehensive reports on workforce performance and forecasting accuracy.
- Offer executive-level insights and recommendations for improvement based on data analysis.
- Effective Communication Leadership:
- Demonstrate strong communication and interpersonal skills at an executive level to foster effective collaboration with cross-functional teams.
- Provide clear and concise information to stakeholders at all levels.
Qualifications:
- Advanced English level both spoken and written.
- Apply with resume in English.
- Preferred - bachelor’s degree in business, Statistics, or a related field.
- Proven leadership experience as a WFM Manager with a focus on end-to-end workforce management.
- WFM system leadership experience, with a preference for Teleopti.
- Proven proficiency in leading workforce planning for multi-skill environments (Inbound, Chat, Email).
- Strong analytical and problem-solving skills at an executive level.
- Excellent communication and interpersonal skills with an emphasis on leadership.
Support Services Group is a CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.