WFM Senior Manager
Thailand · Bangkok
Category Operations

Key Responsibilities

  • Actively and consistently support all efforts to simplify and enhance the customer experience

  • Responsible for reacting to the re-forecasted requirements throughout the day to ensure staff is adjusted to the trends

  • Communicate to all levels of the Customer Care organization around any impacts to volume, staffing, or productivity

  • Work with training and operations to coordinate multi-skill training for existing agents and plan all training for the Sales & Retention Organization

  • Deploy and manage eWFM or other workforce management technologies

  • Develop & implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs

  • Partner with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis- of reports (e.g. consolidate queues, change phone hours)

  • Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.)

Skills & Experience

  • 10+ years in call center focusing in workforce management experience

  • Full understanding of and ability to create/manage forecasting, capacity planning, scheduling and real time management processes and tools

  • Strong quantitative/analytical skills. Excellent interpersonal, written, verbal and listening skills

  • Excellent written/verbal/interpersonal communication skills to communicate and interact effectively with customers and co-workers