CS WFM BP Manager of workforce management

职位描述

Forecasting & Planning: Develop clear short-term and long-term workload forecasts based on historical data and trends to ensure proper headcount planning for the contact center. Analyze business demand and create staffing plans to ensure customer service resources can meet varying service volumes. Scheduling & Workforce Management: Design and optimize contact center schedules to maximize resource utilization and align with service requirements. Monitor schedules in real time, lead BPO WFM teams

任职要求

5+ years of WFM experience in a contact center environment, with a background in call centers or customer service industries preferred. Proficiency in WFM tools such as Genesys, Verint, Aspect, as well as data analysis software (Power BI, etc.) Strong data analysis and workforce forecasting capabilities, with the ability to work independently in a fast-paced environment. Excellent communication and collaboration skills, capable of working effectively across departments. Strong problem-solving ab