Workforce Manager

Updated: March 02, 2024 04:09 PM GMT

Full-time Job in Hermosillo, Sonora

Support Services Group - Mexico

Hermosillo, Sonora, Mexico

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 Teliopti), 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... More Detail