Mgr Workforce Management

2 weeks ago

Toronto, Canada Workplace Safety and Insurance Board Full time

The Manager, Workforce Management, is primarily responsible for optimizing workforce efficiency and ensuring smooth operations within multi-program areas and supporting Multi/Omni channel contact center environment. This role is also responsible for effectively managing workload forecasting, staff scheduling, and real-time staffing adjustments to meet service level goals and customer demands. This includes analyzing historical data, influencing decision-making, and making continuous recommendations to enhance operational excellence.

This role leads the effort to optimize resource allocation for the contact center. This includes developing and executing strategies for all Workforce Management operations, including contact center forecasting, scheduling, real-time coordination oversight, and reporting. An area of focus will be on achieving and maintaining optimal contact center efficiency, to assist in delivering exceptional customer experience.

Collaborates with leadership in operations, finance, reporting, channels, and vendor partners to lead the organization's contact center workforce management function. Maintain a strong relationship with the WFM software vendor, creating a roadmap to implement best practices and optimize software usage. This role is responsible for developing and maintaining the workforce management model and methodology, and ensuring regular compliance with our standard operating model. This role oversees the contact center budget process, recommends staffing levels to match expected demand and educates operational business leaders on the financial implications of business decisions, in order to drive higher levels of efficiency and productivity throughout the contact center.

The Manager, Workforce Management deals with complex situations, balances multiple responsibilities, and collaborates effectively with team members at all levels. Responsibilities also include oversight of forecasting, optimization, regression analysis, and end-to-end impact calculations supporting strategic projects, ad hoc requests, what-if analyses, and methodology redesign.

**Major Responsibilities**:
1. **Strategic Leadership of Workforce Management Function**
- Execute budget forecasts and take ownership of developing and implementing staffing models, reporting, and analysis. Support financial analysis within the contact center and educate contact center and business partner leaders.
- Develop workforce policies that have a positive impact and collaborate with operational leaders to ensure effective communication and adherence to these policies and procedures.
- Provide strategic and tactical leadership, overseeing the day-to-day responsibilities of the WFM staff. Ensure proper staffing and training of the team to achieve departmental goals and objectives.
- Design executive-level reports that relate to contact center strategy, initiatives, results, and capacity planning.
- Demonstrate the ability to lead and influence discussions on performance opportunities with senior management, including making recommendations to address performance gaps.
- Conduct thorough preparation and deliver weekly/bi-weekly staffing reviews and quarterly reviews, presenting data and staffing plans to our business partners, including Directors, Vice Presidents, and Chiefs.
- Provide regular feedback, addressing any potential service challenges and determining their root causes.
- Lead in identifying key performance indicators and collaborate with business partners to define, calculate, and analyze these metrics.
- Develop strategies and identify continuous improvements in the business area that will enhance operational efficiency.

2. **WFM Forecasting, Reporting, and System Administration Oversight**
- Develop reporting processes, dashboards, and presentations to measure capacity optimization, forecast accuracy, KPI achievement, and educate leaders on WFM best practices and opportunities.
- Design workforce planning processes, procedures, and methodologies used for developing accurate and timely long term and short-term forecast and capacity planning; assess and quantify near term risk and opportunities and the impact to business initiatives.
- Design and implement WFM reporting to drive operational efficiency identify outliers and areas for improvement, increase forecast accuracy, and educate contact center on productivity and financial performance.
- Ensure WFM methodologies are in compliance with standards established and have documented approvals for any agreed upon deviations; create responses to internal audits and consulting engagements related to the contact center’s forecasting, scheduling, and capacity planning process.
- Use analytical methods, mathematical models, and tools to weigh risk versus benefit and simulate what-if scenarios to balance cost with KPI results.

3. **WFM Scheduling and Real Time Oversight**
- Create and implement flexible schedule options to drive lower cost per call and higher utilization

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