Key skills
CommunicationPresentation Skills
About this role
Role Overview
- The CX Workforce Management (WFM) Manager is responsible for optimizing multi-channel Customer Experience operations
- Lead the end-to-end WFM cycle including forecasting, scheduling, and real-time/intraday management
- Ensure optimal staffing levels and meet service level agreements (SLAs)
- Drive operational efficiency and maintain a positive employee and customer experience
- Analyze workforce data and trends to provide actionable recommendations for staffing adjustments, cost optimization, and enhanced efficiency
- Set clear performance expectations and provide regular feedback to team members to support their professional growth
Requirements
- Bachelor's degree required; additional qualifications preferred
- 5-7 years of experience in workforce management or related roles
- Experience in the outsourcing industry is an added advantage
- Proven analytical skills and advanced proficiency in spreadsheet software (e.g., Microsoft Excel, Google Sheets)
- Excellent communication and presentation skills, with a track record of working with senior leaders and cross-functional teams
- Strong organizational skills and attention to detail in managing complex workforce scenarios
- Excellent presentation, written, and verbal communication skills
- Proficient in the use of G-Suite (Google Workspace) apps
Benefits
- competitive salary
- hybrid work environment that balances employee flexibility with a collegial, fun office culture
- dynamic environment where ambitious professionals can make a measurable impact and accelerate their career