Active Pooling: WFM Manager

1. Strategic Forecasting & Planning:

• Develop accurate long-term and short-term forecasts for staffing requirements based on historical data, market trends, and business growth.
• Create comprehensive staffing schedules that meet service level agreements (SLAs) while balancing employee availability.

1. Real-Time Operations:

• Monitor real-time performance metrics (e.g., call volume, task completion rates, shrinkage) and adjust staffing levels dynamically to address unexpected spikes or dips.
• Oversee daily adherence to schedules and manage exceptions (e.g., leave requests, unforeseen absences).

1. Performance Analysis & Reporting:

• Analyze productivity data to identify inefficiencies, trends, or potential bottlenecks.
• Prepare actionable reports for leadership, providing insights into capacity planning, performance metrics, and cost optimization.

1. Stakeholder Collaboration:

• Work closely with HR, Recruitment, and Operations departments to ensure hiring plans align with forecasted needs.
• Communicate effectively with frontline managers to ensure adherence to workforce processes.

Candidate Profile

• Associate's degree in related field with two to four years of relevant experience preferred

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations

• Work well under pressure and follow through on items to completion

• Strong communication skills, both written and verbal

• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable

• Ability to mentor, coach and provide direction to a team of employees