Workforce Manager (Media & Communications)

We are seeking an experienced Workforce Manager to oversee the accuracy, timeliness, and efficiency of workforce reporting, forecasting, and scheduling. This role ensures the effective management of resources, policy rollouts, and issue resolution while driving operational efficiency and client satisfaction.

Education/Experience:

Bachelor's degree (no specification)

3 years of management experience in a call center environment.

Extensive Workforce Management experience.

Must have solid experience in Capacity Planning, Forecasting, and Scheduling.

Experience in analytic and reporting functions is preferred.

Broad knowledge of contact center & customer service operations

Knowledge/Skills/Abilities:

Proficiency in the use of workforce management software (preferably RightForce, Aspect eWorkforce, Management, and IEX) and telecommunication systems (Lucent CMS reporting, Lucent ACD system, call master, Automatic call recording and monitoring system).

Basic concept of queuing and traffic management using Erlang theory.

Solid knowledge of call center metrics and WFM policies and procedures (involves RTA knowledge validation through testing and interview).

Excellent verbal and written English communication skills.

Displays strong leadership potential.

Ability to manage direct reports remotely.

Excellent analytical & quantitative skills.

Demonstrated ability to work under pressure and produce.

Highly skillful in using all Microsoft Office products.

Possesses strong interpersonal & customer service skills.

Ability to multitask, adapt to change, and achieve results with accuracy and precision.

Requires time management and organizational skills.

Computer proficient and technology savvy.