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Workforce Management Manager (Remote!)

S

Location
Canada
Base Salary
73k-145k CAD
Super.com

Job Description

About Super.com

We started Super.com to help maximize lives–both the lives of our customers and the lives of our employees– so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.
We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

About this team

As a WFM Manager, you will be reporting into the Agent Enablement Vendor Management team. Our Agent Enablement and Vendor Management team is a vital component of the Operations organization at Super.com. They focus on optimizing agent performance and processes, managing all operational activities from staffing and training to the execution of critical processes within BPO centers. This team also serves as the ultimate escalation point for unresolved agent issues, offering robust support and effective problem-solving to ensure seamless operations and agent success.

About this role

We are seeking a highly skilled Workforce Management (WFM) Manager to optimize our contact center operations. You will manage relationships with our BPO WFM teams and collaborate to enhance workforce management strategies.
Your main responsibilities include developing and maintaining metric reporting, generating insights for performance improvement, and establishing performance metrics. You will also develop forecasting and scheduling models, monitor contact volume fluctuations, and make data-driven adjustments to ensure adequate coverage.
This role offers the opportunity to drive continuous improvement in workforce management, conduct audits, recommend process changes, and maintain best practices. You will work closely with key stakeholders to address critical business questions and shape our workforce management strategies.

Challenges you'll solve

  • Relationship Management
  • Serve as the primary contact for managing relationships between our BPO WFM teams.
  • Collaborate with BPO partners to optimize workforce management strategies for efficiency.
  • Partner with Operations, Business Development, and Finance teams to analyze historical and forward-looking data/work trends, providing workflow inputs for budget and staffing decisions.
  • Metric Reporting and Analysis
  • Develop and maintain metric reporting for BPO operations, aligning staffing levels with contact center demand and service level objectives.
  • Forecasting and Scheduling
  • Develop comprehensive forecasting and scheduling models to align staffing schedules with service level targets and operational requirements.
  • Monitor and react to fluctuations in contact volumes, call patterns, trends, and staff productivity, making data-driven adjustments to ensure adequate coverage.
  • Continuous Improvement
  • Tackle complex assignments with initiative and independent judgment, leveraging analytical skills for

About you

  • Minimum of 3 years of work experience in a WFM role in a contact center environment.
  • Proven experience managing BPO WFM relationships and collaborating with external partners.
  • Strong background in metric reporting and optimizing workforce management strategies.
  • Demonstrated ability to tackle complex assignments with initiative and independent judgment.
  • Experience developing forecasting and scheduling models, with a focus on meeting service level targets.

Bonus Points!

  • Experience in travel/hospitality, fintech, or SaaS industries.
  • Familiarity with WFM software and tools (e.g., Verint, NICE, Aspect, in house WFM solutions).
  • Experience in change management and process improvement initiatives.
  • Familiarity with budget planning and financial analysis.
  • Strong project management skills, including the ability to manage multiple priorities and deadlines.

We Believe in Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.

Advice from our career coach

About Super.com:We are a company dedicated to maximizing lives, both for our customers and employees, offering a chance for personal growth and impact. Our focus is on career progression and providing opportunities for our employees to thrive.About the WFM Manager Role:As a WFM Manager, you will be responsible for optimizing contact center operations and enhancing workforce management strategies. Your main tasks include developing metric reporting, generating insights for performance improvement, and establishing performance metrics. You will also collaborate with key stakeholders to shape workforce management strategies and drive continuous improvement.Tips for Standing Out as an Applicant:- Highlight your experience in a WFM role in a contact center environment, with a minimum of 3 years of experience.- Showcase your ability to manage BPO WFM relationships and collaborate with external partners effectively.- Emphasize your skills in metric reporting and optimizing workforce management strategies.- Demonstrate your experience in developing forecasting and scheduling models to meet service level targets.- Bonus points if you have experience in travel/hospitality, fintech, or SaaS industries, familiarity with WFM software/tools, change management/process improvement, budget planning/financial analysis, and strong project management skills.- Ensure to showcase your ability to tackle complex assignments with initiative and independent judgment.We are an equal opportunity employer and value diversity in our company. Accommodations are available upon request for candidates in the selection process.

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