What are the responsibilities and job description for the Workforce Manager position at J&B Family of Companies?
The Workforce Manager (WFM) Real-Time is a critical role that focuses on monitoring, analyzing, and optimizing workforce performance to ensure operational efficiency and exceptional service delivery. The WFM Real will manage intraday operations, address staffing needs, and provide insights that support decision-making across the organization.
Key Responsibilities :
- Track and assess contact center activity to ensure optimal alignment with forecasted workloads.
- Make real-time decisions regarding staffing, queue management, and workload redistribution to maintain service level agreements (SLAs).
- Analyze real-time performance metrics, including agent adherence, call volumes, and service levels, to identify trends and areas for improvement.
- Partner with team leaders, supervisors, and workforce planners to address staffing challenges and optimize resources.
- Serve as the primary point of contact for real-time updates, including schedule adjustments and operational escalations.
- Provide intraday performance reports and insights to leadership, identifying gaps and recommending actionable solutions.
- Utilize workforce management tools and software to maintain accurate schedules, monitor attendance, and optimize workforce performance.
Required Qualifications :
Preferred Qualifications :
Working Conditions :
