JOB DESCRIPTION

　　Responsibilities:

　　The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.

　　On boarding of new accounts in Location/Delivery Assurance vertical. This includes communication with WFM Shared Services for the new account onboarding and identifying and deviation from standard SOD.

　　Participates in the action and strategic planning process that establishes annual objectives and goals for an organization

　　Responsible for delivery on all contracts / SLAs

　　Manages internal and external audit with processes and controls.

　　Responsible for the development of resources under his/her span

　　Provide Operations Director/Managers with input on possible resolutions. Provide solutions to escalated issues and updates.

　　This position would be responsible for the performance management of all employees reporting directly / indirectly under him / her.

　　Develop programs/modules/projects or other initiatives for WFM Team’s development and efficiency

　　Serve as a resource for training and reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis and process improvement.

　　Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.

　　JOB QUALIFICATIONS

　　With 7-years overall workforce management (WFM) related experience (at least 5-years supervisory/ management experience)

　　Required experience in either of the following skills: RTA (Real Time Adherence), Scheduling, Capacity Planning and Forecasting

　　With client facing experience