Workforce Management Operations Manager

hace 1 mes


San José, San José, Costa Rica Webhelp A tiempo completo

**Workforce Management Operations Manager**

**Job Summary:**

We are seeking a skilled Workforce Management Operations Manager to manage end-to-end WFM delivery, with a focus on team management and large operations for multinational locations.

**Key Responsibilities:**

  • Participate in action and strategic planning to establish annual goals and objectives;
  • Manage a team of representatives and analysts, providing monthly coaching and feedback;
  • Participate in monthly meetings with customers;
  • Be responsible for forecasting, capacity planning, real-time analysis, and reporting processes;
  • Ensure the accuracy of all WFM processes;
  • Directly manage WFM, client KPIs, and financial performance across different verticals;
  • Provide business intelligence and analytics for business purposes;
  • Be a point of contact for customers and partners;
  • Manage stakeholders;
  • Monitor revenue and cost for the process.

**Requirements:**

  • Financial planning knowledge is mandatory;
  • Strong ability to plan, multi-task, and manage time effectively;
  • Excellent written, verbal, analytical, and communication skills;
  • Strong data analysis skills;
  • Bachelor's degree (preferred) or high school diploma (required);
  • Excel knowledge;
  • Experience in WorkForce Tasks;
  • 1 year of experience in WFM;
  • IEX Certification (a plus);
  • Advanced English proficiency (B2).


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