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Sr WFM Manager
Image Icon Nicaragua · Work from home
Category Administrative
Requisiton 1023

Sr WFM Manager

What We’re Looking for ⬇️


Requirements:

Education:

  • Mandatory: Undergoing minimum 6th semester of education (university or technological studies).
  • Desirable degrees: Engineering, Statistics, Economics, or other related fields.
  • Desirable: Knowledge of programming languages.
  • English is required for specific programs.
  • Understanding of the WFM process.
  • Provable skills in all stages of the Workforce process, such as intraday planning, forecasting, and performance.

Work Experience:

  • Minimum 2 years of experience in the BPO industry: experience developing information and trend analyses, carrying out staff and headcount development, and several programs.

Technical Skills:

  • Advanced Excel knowledge >= 80%
  • Advanced statistical knowledge >=70%
  • Fluent in English, Versant >=57
  • Desirable Six Sigma Yellow Belt

Competences and Specific Skills:

  • Leadership abilities.
  • Management, planning, and organization skills.
  • Problem-Solving skills.
  • Strategical thinking.
  • Innovation.

Responsibilities:

  • Oversee action plans to improve the size and ensure efficiency.
  • Have constant communication with all the departments of the company that have an impact on the operational performance of the campaign.
  • Review and guide recruitment and training plans to cover future personnel requirements.
  • Supervise Forecasting Coordinators to standardize and create transversal processes in all TPMAR programs.
  • Supervise Staffing, Mission Control, and Payroll Point of Contact coordinators.
  • Work with the training staff to develop and maintain Mr. Jr. and MC skills.
  • Stay current with internal work processes, policies, and procedures.
  • Participate in activities designed to improve customer satisfaction and business performance.
  • Supervise generation of views and reports, and delivers constant updates to the Sr. Director.
  • Maintain financial guidelines and goals at all times, report deviations, and “get-well” to the Sr. Director.
  • Monitor costs against budgets, maintain relationships with Staffing and Forecasting, and create an aligned-to-ratio structure for both operations and WF Staff.
  • Make key decisions for the managed area.
  • Identify core competencies and define operational goals along with the Sr. Director.
  • Perform other duties as assigned.