About the job Workforce Management Manager

Job Scope:

• Daily Operations Oversight: Manage daily Workforce Management (WFM) activities to ensure operations meet quality standards, service levels, and customer expectations.
• Team Leadership: Lead and manage the WFM team, ensuring smooth operations and achievement of SLAs and KPIs.
• Roster Management: Develop and maintain rosters that align with client operational needs, coordinating with clients and account managers.
• Compliance Assurance: Ensure all WFM practices adhere to industrial and legislative requirements.
• Data Analysis: Analyze data and trends to improve resource reliability and performance reporting.
• Issue Resolution: Investigate WFM-related complaints and collaborate with account and operations managers to enhance processes and service quality.
• Team Resourcing & Development: Oversee team resourcing, engagement, training, and skill-building to ...