Workforce Management Manager (Remote!)
Super.com
Vancouver, BC, Canada
Posted on Sep 13, 2024
About Super.com
We started Super.com to help maximize lives–both the lives of our customers and the lives of our employees– so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.
We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.
About this team
As a WFM Manager, you will be reporting into the Agent Enablement & Vendor Management team. Our Agent Enablement and Vendor Management team is a vital component of the Operations organization at Super.com. They focus on optimizing agent performance and processes, managing all operational activities from staffing and training to the execution of critical processes within BPO centers. This team also serves as the ultimate escalation point for unresolved agent issues, offering robust support and effective problem-solving to ensure seamless operations and agent success.
About this role
We are seeking a highly skilled Workforce Management (WFM) Manager to optimize our contact center operations. You will manage relationships with our BPO WFM teams and collaborate to enhance workforce management strategies.
Your main responsibilities include developing and maintaining metric reporting, generating insights for performance improvement, and establishing performance metrics. You will also develop forecasting and scheduling models, monitor contact volume fluctuations, and make data-driven adjustments to ensure adequate coverage.
This role offers the opportunity to drive continuous improvement in workforce management, conduct audits, recommend process changes, and maintain best practices. You will work closely with key stakeholders to address critical business questions and shape our workforce management strategies.
Challenges you'll solve
- Relationship Management
- Serve as the primary contact for managing relationships between our BPO WFM teams.
- Collaborate with BPO partners to optimize workforce management strategies for efficiency.
- Partner with Operations, Business Development, and Finance teams to analyze historical and forward-looking data/work trends, providing workflow inputs for budget and staffing decisions.
- Metric Reporting and Analysis
- Develop and maintain metric reporting for BPO operations, aligning staffing levels with contact center demand and service level objectives.
- Forecasting and Scheduling
- Develop comprehensive forecasting and scheduling models to align staffing schedules with service level targets and operational requirements.
- Monitor and react to fluctuations in contact volumes, call patterns, trends, and staff productivity, making data-driven adjustments to ensure adequate coverage.
- Continuous Improvement
- Tackle complex assignments with initiative and independent judgment, leveraging analytical skills for
About you
- Minimum of 3 years of work experience in a WFM role in a contact center environment.
- Proven experience managing BPO WFM relationships and collaborating with external partners.
- Strong background in metric reporting and optimizing workforce management strategies.
- Demonstrated ability to tackle complex assignments with initiative and independent judgment.
- Experience developing forecasting and scheduling models, with a focus on meeting service level targets.
Bonus Points!
- Experience in travel/hospitality, fintech, or SaaS industries.
- Familiarity with WFM software and tools (e.g., Verint, NICE, Aspect, in house WFM solutions).
- Experience in change management and process improvement initiatives.
- Familiarity with budget planning and financial analysis.
- Strong project management skills, including the ability to manage multiple priorities and deadlines.
We Believe in Equal Opportunity
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.