WFM MANAGER
Il y a 7 jours
Ariana, 12, Tunisie
CSC Digital
Temps plein
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For our office
The WFM Manager, reporting directly to the Head of Planning and Control, leads a team
responsible for planning, work schedule preparation, and real-time resource management for
agents supporting multilingual operations.
The WFM Manager works with other business functions and liaises with clients to ensure that
daily service levels and business targets are met.
Develops and motivates employees through regular coaching and feedback.
What will your responsibilities be?
- Leads the WFM team in managing short
- and long-term work plans.
- Ensures that KPIs are achieved for all assigned clients by optimizing resources, identifying and implementing process improvements, and adopting automation.
- Works closely with the Forecasting team to improve operational efficiency, recommending staffing strategies that support the needs and constraints of each center.
- Manages and monitors the correct use of the internal WFM tool, troubleshoots issues, and recommends system changes and improvements to the Product Owner.
- Monitors operating revenue and costs, identifying and implementing solutions to improve financial performance. Requirements Degree in Statistics or Economics. 5+ years of experience leading a WFM team. 10+ years of experience in workforce planning, shift scheduling, and real-time management. Accuracy and strong analytical and organizational skills. Excellent data analysis and interpretation skills. English& French language proficiency at C1 , italian is a plus Excellent knowledge of Microsoft Office, with advanced proficiency in Excel and PowerPoint.
- Leads the WFM team in managing short
- and long-term work plans.
- Ensures that KPIs are achieved for all assigned clients by optimizing resources, identifying and implementing process improvements, and adopting automation.
- Works closely with the Forecasting team to improve operational efficiency, recommending staffing strategies that support the needs and constraints of each center.
- Manages and monitors the correct use of the internal WFM tool, troubleshoots issues, and recommends system changes and improvements to the Product Owner.
- Monitors operating revenue and costs, identifying and implementing solutions to improve financial performance. Requirements Degree in Statistics or Economics. 5+ years of experience leading a WFM team. 10+ years of experience in workforce planning, shift scheduling, and real-time management. Accuracy and strong analytical and organizational skills. Excellent data analysis and interpretation skills. English& French language proficiency at C1 , italian is a plus Excellent knowledge of Microsoft Office, with advanced proficiency in Excel and PowerPoint.