Associate WFM Manager - BPO

• Develop and execute workforce management strategies to ensure call center staffing aligns with forecasted demand and business objectives.
• Analyze historical data, trends, and real-time metrics to create accurate forecasts and staffing plans.
• Partner with BPO vendors to manage staffing capacity and ensure adherence to SLAs.

• Act as the primary liaison between the organization and BPO vendors for all WFM-related activities.
• Monitor vendor compliance with contractual obligations, including staffing, scheduling, and reporting requirements.
• Address escalations and resolve operational challenges in collaboration with vendor leadership.

• Oversee scheduling, forecasting, and real-time adjustments to maximize efficiency and customer satisfaction.
• Manage intraday performance to maintain service levels, adjusting resources as necessary to meet demand fluctuations.
• Develop processes and protocols to optimize agent utilization and minimize downtime.

• Generate and review WFM reports, including adherence, shrinkage, occupancy, and forecast accuracy metrics.
• Provide actionable insights and recommendations to improve operational performance.
• Ensure timely and accurate reporting to internal stakeholders and BPO partners.

• Identify opportunities to enhance WFM tools, processes, and methodologies.
• Stay updated on industry best practices and implement innovations to improve efficiency.
• Conduct regular reviews with vendors to evaluate performance and identify improvement areas.

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