Workforce Manager Job Description Sample Template
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This free Workforce Manager job description sample template can help you attract an innovative and experienced Workforce Manager to your company. We make the hiring process one step easier by giving you a template to simply post to our site. Make sure to add requirements, benefits, and perks specific to the role and your company.
Workforce Manager Job Summary
Our company is seeking a Workforce Manager to assist in our customer contact center. In this role, it is essential to manage customer happiness and service levels while working to reduce business costs and boost the efficiency of our employees. One of the main functions of this position is forecasting our staffing needs, so you will need to consider the contact volume, headcount requirements, and time-off requests. Our ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees, and understand our financial needs. This often requires real-time monitoring and oversight of employees.
Workforce Manager Duties and Responsibilities
- Use Workforce Optimization (WFO) software to improve efficiency
- Forecast staffing needs, taking into account contact volume and headcount requirements
- Assist with scheduling and process time-off requests
- Generate reports to show changes to productivity or performance
- Provide updates on efficiency to company leaders
- Uphold a high standard of customer service through real-time monitoring and other methods
Workforce Manager Requirements and Qualifications
- A bachelor's degree in a business-related field or equivalent experience
- Human resources experience preferred
- Experience with Workforce Optimization software a plus
- Computer proficiency
- Organizational and communication skills
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