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WFM Manager

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Manulife

Dec 19, 2024

  • Job
    Full-time
    Senior Level
  • People, HR & Administration
    Business, Operations & Strategy
  • Quezon City
  • Quick Apply

AI generated summary

  • You need 5-7 years in WFM leadership, experience with AWS and Verint, a relevant degree, strong analytical skills, excellent communication, and proven leadership abilities in a dynamic environment.
  • You will manage service levels in the Contact Centre, lead WFM Specialists, oversee scheduling, monitor call volume, handle performance issues, and communicate service impacts to leadership.

Requirements

  • 5-7 years previous experience in a Workforce Management leadership role within a large scale, multi-site contact centre
  • 2+ years’ experience utilizing AWS and Verint WFM 11 or 15; equivalent experience with another Workforce Management system will be given consideration
  • Post-Secondary education Business, Mathematics, Computer Science, or a related field
  • Superior analytical and problem-solving techniques; ability to assess business risk and develop/recommend sound, creative and feasible solutions
  • Excellent communication skills, both written and verbal, with a proven ability to communicate effectively with senior leaders
  • Proven ability to assess, react, and make sound decisions in a dynamic, complex, frequently changing environment
  • Excellent attention to detail; able to integrate and consider data from various sources
  • Technical aptitude with a deep understanding of Contact Centre technologies and applications; including: Verint, Avaya IQ and queue routing, as well as contact centre reporting/KPIs
  • Proven leadership, operational management, project management, with the ability to develop and coach employees across multiple locations
  • Excellent interpersonal, motivational, influencing, negotiation and relationship building skills
  • Ability to remain focused on the aspects of same day workforce management, yet effectively communicates with team members focused on mid to long term service level projections, schedules, etc.

Responsibilities

  • As the successful candidate, you will be accountable for the attainment of service levels in all Contact Centre’s daily, including responding to fluctuations in call volumes, Customer Service Representative's (CSR) availability, system interruptions or outages, and all other variables that can impact service delivery.
  • You will lead a team of ~15 WFM Specialists, who are collectively focused on, and responsible for, monitoring and responding to all variables that jeopardize, or potentially jeopardize, the delivery of service daily. With the critical, and highly visible nature of this role, it requires constant attention and focus to ensure the team recognizes risks to service delivery and takes corrective action immediately.
  • Recruitment, performance management, mentoring, and development of the WFM Specialists, while creating and maintaining a positive and productive work environment.
  • Complete ownership of the daily management of service levels, including assessing all existing and potential impacts, and making decisions in response to attain the best possible service levels with the resources available.
  • Create and update schedules to reflect CSR absences, assessing the potential impacts, then re-balancing the schedules and queue assignments to provide optimal support based on anticipated call volumes
  • Call volume, handle time, and staffing forecasts and predicting service levels for the day, as well as the attainment of those daily projected service levels for all queues.
  • Overall improvement of schedule adherence across the Contact Centres, as well as management of adherence exceptions.
  • Assess the impact of system outages and re-balance the schedule in response to the disruption(s) while working with IT partners to communicate and mitigate service impacts.
  • Work directly with Senior Contact Centre leaders to identify and resolve complex service issues.
  • Exercising judgment in identifying issues, meaningful courses of action, assessing risks, modifying plans and developing recommendations.
  • Works closely with all other Workforce Management functional leads/resources in the areas of Forecasting & Long-Term Capacity Planning, ensuring the free flow of information between groups to contribute to a high performing Workforce Management organization as a whole
  • Accountable for the communication of service updates to all levels of leaders throughout the day, including reporting on any, and all, factors (eg. CSR attendance, schedule adherence, mandatory training, system outages, etc) that are impacting service levels.

FAQs

What is the main responsibility of the WFM Manager?

The main responsibility of the WFM Manager is to ensure the attainment of service levels in all Contact Centres daily by managing call volume fluctuations, CSR availability, and any system interruptions or outages.

How many WFM Specialists will the WFM Manager lead?

The WFM Manager will lead a team of approximately 15 WFM Specialists.

What experience is required for the WFM Manager role?

The role requires 5-7 years of previous experience in a Workforce Management leadership role within a large-scale, multi-site contact centre.

Which WFM systems should the WFM Manager be familiar with?

The WFM Manager should have experience utilizing AWS and Verint WFM 11 or 15, or equivalent experience with another Workforce Management system.

What qualifications are preferred for the WFM Manager position?

A post-secondary education in Business, Mathematics, Computer Science, or a related field is preferred.

What are the key skills required for this role?

Key skills include superior analytical and problem-solving techniques, excellent communication skills, technical aptitude, and proven leadership capabilities.

What type of environment does the WFM Manager need to maintain within the team?

The WFM Manager needs to create and maintain a positive and productive work environment.

Is there a focus on continuous professional development for employees?

Yes, there is a focus on growing your career path with professional development and leadership opportunities.

What is the working arrangement for this position?

The working arrangement for this position is hybrid.

How does the company approach diversity and inclusion?

The company strives to attract, develop, and retain a diverse workforce and fosters an inclusive work environment that embraces the strength of cultures and individuals.

Are there opportunities for career advancement within the organization?

Yes, the organization offers a growth trajectory that encourages employees to follow their passions and learn new skills, providing opportunities for career advancement.

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Manulife

Finance
Industry
10,001+
Employees

Mission & Purpose

Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.