Poste :

Missions:
The Workforce Account Manager oversees productivity by assessing, analyzing, and reporting employee’s productivity at several levels. The mission is to determine the best way to utilize employees’ productivity skills using techniques and theories of workforce management to ensure all processes are at optimal delivery and driven efficiently.

Key responsabilities:
• Manage the entire Account, across all locations/markets
• Coach and develop his team by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development. GROW
• Continually review and monitor work performance of WFM team against agreed KPIs and provide clear guidance to the team and push for “proactivity” posture. PERFORM
• Owns the development and implementation of staffing and metric models, reporting and analysis.
• Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to. RETAIN
• Communicate with management and operations team to ensure compliance with client and company dialing standards. ENGAGE
• Develop reporting processes, dashboards, and presentations to fulfill senior leadership reporting needs.
• Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels. RETAIN
• Work with clients and use data to identify the changing skills workers will need, skills adjacencies, and craft learning, and career path plans based on objectives. ENGAGE
• Help teams design and craft ways for employees to learn and to roll out the continuous learning people need to perform effectively as organizations pivot at speed and scale. GROW
• Assist management to design digital learning models that include using Artificial Intelligence for skills development and content curation. GROW
KPI:
• Staff plan accuracy
• KPIs Service:
• AHT/Service level/ASA/Aban
• Call/Transaction Handling capacity
• Efficiency KPIs: Bill to Pay%, Cost Ratio.
 

Profil recherché :

Experience:
• Experience covering different roles with WFM in contact center environment.
• Proven experience communicating with peers and associates
• Proven skills managing people and complex situations
• Should be at least one certified/finalized professional educ
Education:
• Bachelor's or Graduate's Degree in business, IT, data science, or business administration

Languages
• Local language (required)
• English (required)
• Other languages (nice to have)

Tools and Applications:
• Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.
• SQL/VBA macros an asset
• Experience with IEX, CMS, Avaya, IEX is an asset