Job Title:

WFM Manager

Job Description

As a WFM Manager, you will play a pivotal role in ensuring that the Workforce Management (WFM) team delivers first-class service. You will lead the development and execution of strategic WFM initiatives, fostering teamwork and collaboration with both internal and external clients. This role requires a proactive leader who can leverage team diversity and implement best practices to achieve outstanding account performance.

Key Responsibilities:

Strategic Oversight:

Guarantee exceptional service from the WFM team through effective leadership and strategic planning.Develop and implement the overall WFM strategy, setting clear expectations for the team.

Team Development:

Foster a collaborative environment by promoting teamwork and partnership with clients and stakeholders.Engage with each team member to identify potential, utilize diversity, and standardize best practices to build a strong team.

Performance Management:

Support WFM Coordinators in maintaining superior account performance.Establish checkpoints to ensure sustained performance over time.

Client and Operational Engagement:

Participate in operational and client meetings as needed, providing strategic insights.Offer business recommendations to enhance key performance indicators (KPIs).

Project Implementation:

Lead the implementation and ramp-up of new clients and lines of business (LOBs).Execute new initiatives such as staffing model changes, transitioning to new scheduling tools, and operational shifts (e.g., from voice to chat).

Team Building and Environment:

Organize team-building activities to cultivate a positive work environment.Explore opportunities for \"emotional salary\" benefits to ensure team happiness and motivation, driving positive outcomes.

Location:

SLV San Salvador - Blvr. Sta. Elena

Language Requirements:

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents