● Identify and report on account profitability opportunities and recommend strategies to improve
campaign processes;
● Forecast and prepare for a call or email volume and monitor seat occupancy, average handle time and
other factors to measure campaign performance;
● Work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns;
● Have to achieve 100% accuracy and speed of delivery requirements;
● Oversee day-to-day Workforce Operations;
● Implement scheduling strategies and initiatives to enable the business to achieve its objectives;
● Communicate the core strategy and goals to the WFM Managers;
● Establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to
meet goals;
● Understand the key business objectives, timeframes, and requirements associated with each workforce
management goal;
● Responsible for keeping the forecasts updated considering variables that are not controllable;
● Ensure that workforce procedures are followed by the team and Manage the staff, support, motivate,
and retain an outstanding Workforce Management team.