Workforce Manager (Wfh)

**Objective**:
We are seeking a Manager for the Workforce Management team to join our Support Strategy & Enablement team. You will be responsible for developing and scaling our Workforce Management function, policies, processes, and systems! Analyze team and/or agent historical performance to formulate recommendations and implement improvements leading to increased forecast accuracy and greater scheduling efficiency.

**Hard skills**:

- English level 85 %.
- Proven experience in a Workforce management role with advanced knowledge of process, tools, capacity planning and developing a Workforce Management team.
- Experience with enterprise-grade Workforce Management Systems such as Calabrio is a strong plus.

**Soft skills**:

- Great communication skills.
- Problem Solving Skills.
- Proactive.

**Responsibilities**:

- Partner with and support delivery team members to define and evaluate core WFM processes, understand goals and identify improvements in order to the best lead capacity.
- Deep dive into metrics to identify root causes, determine improvements, and follow through with willing-to-take-action insights to evolve scheduling systems and processes.
- Efficiently and effectively communicate, track plans, and provide transparency to the progress and performance of your work to team members.
- Jump into the details of how we are managing the work by conducting interviews with distributed team members, synthesizing findings, and bridging qualitative insights with supporting data to provide the best solutions.

**Benefits**:

- Technical Academy.
- 100% Work at Home.
- ASOFoundever.
- Medical Services.