Deputy Manager - Workforce Management

Job Summary:
We are seeking a skilled and experienced Workforce Manager to oversee and lead a team of Workforce Analysts and/or Leaders in a Contact Center environment. The ideal candidate will be responsible for managing workforce operations, ensuring optimal performance, and driving continuous improvement. This role requires strong leadership, technical expertise in workforce management, and excellent communication skills.

Key Responsibilities:

• Lead and manage a team of Workforce Analysts and/or Leaders, ensuring end-to-end service delivery across multiple campaigns or agent teams.
• Conduct regular performance feedback sessions with team members (monthly) to ensure alignment with goals.
• Establish key performance indicators (KPIs) and monitor compliance, performance, and risk, communicating results to the team.
• Analyze workforce data, develop action plans, and resolve service delivery or service level issues.
• Provide client-facing support and actively participate in business reviews.
• Use workforce management tools and mathematical models to optimize operations and team performance.
• Deliver clear presentations and reports using PowerPoint and Excel.