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Become A Workforce Manager

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Working As A Workforce Manager

  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Getting Information
  • Coordinating the Work and Activities of Others
  • Guiding, Directing, and Motivating Subordinates
  • Deal with People

  • Make Decisions

  • Stressful

  • $97,730

    Average Salary

What Does A Workforce Manager Do At Accenture

* Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors.
* Closely follows the strategic direction set by senior management when establishing near term goals.
* Interacts with senior management at a client and/or within Accenture on matters where they may need to gain acceptance on an alternate approach.
* Has some latitude in decision-making.
* Acts independently to determine methods and procedures on new assignments .
* Decisions have a major day to day impact on area of responsibility .
* Manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture

What Does A Workforce Manager Do At Abraxas Corporation

* Plan and operate workforce scheduling and forecasting for multiple contact center sites and transit programs to ensure the achievement of KPIs and other business goals
* Produce staff schedules and evaluate schedule effectiveness
* Develop detailed scheduling models based on historical trends, including building models for new business opportunities
* Track, analyze and report contact center and individual representative performance, including occupancy, real time adherence, average handle time, shrinkage, and performance by interval, to ensure achievement of required KPIs
* Manage and administer intra-day schedules and changes to address shrinkage and overage
* Recommend ongoing staffing and schedule adjustments based on historical or predicted KPI performance, representative skills, and contractual requirements
* Coordinate employee activities and absences with contact center supervision to ensure adequate coverage
* Manage employee workforce management information
* Work with Cubic’s technical resources to administer workforce management utility functions

What Does A Workforce Manager Do At Comcast

* managing call routing in a multi-site environment to ensure an efficient workload and workforce balance while supporting the organizations' vision, mission and customer access strategies.
* Serves as a liaison and contact for supporting internal and external vendor relationships.
* Manages professional employees and/or supervisors, and may manage business support/technical staff.
* Has accountability for managing financial resources.
* Provides subject matter guidance to employees.
* Has overall responsibility for developing/administering performance standards for organizational unit.
* Develops processes and procedures to implement functional strategies.
* Core Responsibilities:
* Oversees and maintains the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily/monthly call center statistics.
* For example: call center volumes, full time employees, schedule adherence, and service level achievement.
* Manages the Workforce Management staff in the various workforce management activities of forecasting, scheduling, capacity planning, monitoring queues and volumes, and approving off phone activities.
* Conducts forecasting, creates staffing schedules, and monitors real time for schedule adherence.
* Identifies and researches service level risks for problem resolution and management notification.
* Oversees escalation plan when service levels are negatively impacted.
* Forecasts and accounts for growth due to seasonal variations, special events, affecting client's (such as marketing blitzes) and other cyclical patterns.
* Consistent exercise of independent judgment and discretion in matters of significance.
* Regular, consistent and punctual attendance.
* Must be able to work nights and weekends, variable schedule(s) as necessary.
* Other duties and responsibilities as assigned.
* Job Specifications

What Does A Workforce Manager Do At Consulate Health Care

* Maintain the care center master schedule template.
* Ensure master schedule is consistent with budgeted census and budgeted PPD and operational standards.
* Maintain care center electronic scheduling system on a daily basis.
* Partner with Executive Director to manage PPDs in accordance with operational standards
* Post and communicate the care center schedule with staff
* Qualified applicants must possess the following** :
* College degree in Nursing preferred.
* RN or LPN preferred.
* Must have knowledge of PPD calculations and PPD management.
* Must have working knowledge of Human Resources and Employee Relations practices.
* Must be proficient in MSN Office Suite and associated software programs.
* Facility and Benefit Informatio

What Does A Workforce Manager Do At Alorica

* Analyzes and manages data provided from staff to trend and forecast required resources necessary to meet business objectives.
* Reviews and analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation to maintain appropriate staffing levels over a three (3) week period.
* Manages the schedules to assure appropriate numbers of call center agents during ‘black-out times” where forecasts indicate that all agents needed.
* Plans the required training and meetings as appropriate to maintain service levels.
* Supervises and manages subordinate staff; makes employment decisions related to hiring, discipline, rewards, and performance management.
* Oversees, reviews and approves agent requests for time off.
* Manages the distribution of revised work schedules.
* Manages the monitoring of calls in queue, excessive talk time, agents in aux work or post work status.
* OTHER RELATED DUTIES
* Ensures timely distribution of exception logs to Operations Managers, Sr.
* Team Managers and Team Managers.
* Other duties as assigned

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How To Become A Workforce Manager

Although education and training requirements vary widely by position and industry, many top executives have at least a bachelor’s degree and a considerable amount of work experience. 

Education

Many top executives have a bachelor’s or master’s degree in business administration or in an area related to their field of work. Top executives in the public sector often have a degree in business administration, public administration, law, or the liberal arts. Top executives of large corporations often have a master’s degree in business administration (MBA).

College presidents and school superintendents are typically required to have a master’s degree, although a doctorate is often preferred.

Although many mayors, governors, or other public sector executives have at least a bachelor’s degree, these positions typically do not have any specific education requirements.

Work Experience in a Related Occupation

Many top executives advance within their own firm, moving up from lower level managerial or supervisory positions. However, other companies may prefer to hire qualified candidates from outside their organization. Top executives who are promoted from lower level positions may be able to substitute experience for education to move up in the company. For example, in industries such as retail trade or transportation, workers without a college degree may work their way up to higher levels within the company to become executives or general managers.

Chief executives typically need extensive managerial experience. Executives are also expected to have experience in the organization’s area of specialty. Most general and operations managers hired from outside an organization need lower level supervisory or management experience in a related field.

Some general managers advance to higher level managerial or executive positions. Company training programs, executive development programs, and certification can often benefit managers or executives hoping to advance.

Important Qualities

Communication skills. Top executives must be able to communicate clearly and persuasively. They must effectively discuss issues and negotiate with others, direct subordinates, and explain their policies and decisions to those within and outside the organization.

Decisionmaking skills. Top executives need decisionmaking skills when setting policies and managing an organization. They must assess different options and choose the best course of action, often daily.

Leadership skills. Top executives must be able to lead an organization successfully by coordinating policies, people, and resources.

Management skills. Top executives must shape and direct the operations of an organization. For example, they must manage business plans, employees, and budgets.

Problem-solving skills. Top executives need to identify and resolve issues within an organization. They must be able to recognize shortcomings and effectively carry out solutions.

Time-management skills. Top executives do many tasks at the same time, typically under their own direction, to ensure that their work gets done and that they meet their goals.

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Workforce Manager jobs

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Workforce Manager Demographics

Gender

  • Male

    57.1%
  • Female

    40.6%
  • Unknown

    2.3%

Ethnicity

  • White

    80.5%
  • Hispanic or Latino

    11.0%
  • Asian

    6.2%
  • Unknown

    1.6%
  • Black or African American

    0.7%
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Languages Spoken

  • Spanish

    65.0%
  • French

    10.0%
  • Portuguese

    5.0%
  • German

    5.0%
  • Czech

    5.0%
  • Dutch

    5.0%
  • Russian

    5.0%
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Workforce Manager

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Workforce Manager Education

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Real Workforce Manager Salaries

Job Title Company Location Start Date Salary
Project Manager, Workforce Manager Presence of It, Workforce Management North America, LLC New York, NY Apr 15, 2016 $133,515 -
$150,000
Strategic Workforce Manager Hartford Fire Insurance Company Indianapolis, IN Dec 24, 2012 $89,100 -
$92,000
Manager II Workforce Discover Products Inc. Riverwoods, IL Jun 08, 2016 $80,392 -
$100,000
Manager 1, Workforce Management Comcast Cable Communications, LLC Chamblee, GA Aug 19, 2014 $48,568 -
$75,000
Manager 1, Workforce Management Comcast Cable Communications, LLC Chamblee, GA Sep 06, 2013 $46,072 -
$77,616
Manager 1, Workforce Management Comcast Cable Communications, LLC Chamblee, GA Sep 05, 2013 $46,072 -
$77,616

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Top Skills for A Workforce Manager

ServiceLevelGoalsWorkforceManagementSoftwareScheduleAdherenceManageWFMCustomerServiceSuperviseMultipleCallCentersPayrollResourceCapacityPlanningIEXTotalviewKeyPerformanceIndicatorsFinancialHRProcessImprovementACDAspectAvayaCMSBusinessUnitsIVR

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Top Workforce Manager Skills

  1. Service Level Goals
  2. Workforce Management Software
  3. Schedule Adherence
You can check out examples of real life uses of top skills on resumes here:
  • Monitored daily call volumes to ensure service level goals are being met and early detection of staffing deficiencies.
  • Compiled data with Workforce Management software.
  • Trained agents and operations staff in use of timekeeping and schedule adherence systems.
  • Manage time off for a customer service staff of over seven hundred agents.
  • Supervised the movement of the data center while maintaining 99.9% up time.

Top Workforce Manager Employers

Workforce Manager Videos

Workforce Management Basics for Call Centers

Workforce Management Applications from AT&T

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