Workforce Manager

Wonders Corporation is a technology-enabled service company headquartered in New York City. The company specializes in providing ordering taking, marketing, social media management, and data analytics for the restaurant industry.

What the role is about

As a Workforce Manager, you have direct accountability for the Call Center Workforce Management team. The Workforce Manager will ensure high levels of service by leading the long term and short term staffing models and monitoring daily call center activities.

To be successful in this role, you should be able to effectively be accountable for developing staffing schedules, utilizing forecasts and other information that optimizes the fit between employee needs and call center resource requirements.

● Design, develop and implement Demand Forecasting processes for the back office and call center operations by working with business, on shore and sales teams

● Design capacity plans for a 12-month rolling period basis the Demand Forecasts and other time, productivity factors to arrive at hiring plans and work with the business WFM teams on implementation and regular reviews to assess variance

● Provide a central view to the workforce pools and manage bench

● Participate in the annual budgetary exercises from a Demand and Supply Planning standpoint and creating what if scenarios around cost and revenue

● Own and manage various initiatives for increasing Resource Utilization through Seat Management, Productivity Management across business by working with various stakeholders

● Identify and lead discussions where necessary for Workforce Optimization opportunities

What you have

● 2-3 years of experience as WFM Manager 

● Should have hands-on experience with WFM Tool (IEX/Verint/Aspect WFM).

● Excellent communication skills – Verbal & Written

● Good Excel & Google Sheet Presentation skills

● Good people connect with outstanding PR skills

● Understanding on sourcing & market / competition

● Eye for detail and quick response time

● Ability to drive compliance & process adherence

● Experience/Knowledge with Capacity Planning

● Experience and expertise in time management, scheduling and reporting (end-to-end)

● Amenable with working on site and grave yard shift

● Holds a Bachelor's/College Degree

HMO coverage on the first day of work, with free 1 dependent, Life Insurance, Above market salary, Work within an emerging technology space.