Group manager - wfm

Job Description

The purpose of this position is to assume responsibility for the forecasting, planning and resourcing function within our campaigns, as well as the management of a team of Planners, Schedulers and Real Time Administrators (RTA). The purpose of this role is to optimize the manner in which our workforce is utilized in order to drive efficiency and reduce resource costs.

Responsibilities Provide input and advice into all RFP, RFI and Solution Presentations for future clients. Forecast and plan workforce requirements in contact center environments (both inbound and outbound, multi/omni channel). Manage planning, scheduling and forecasting activities, ensuring staffing aligns with historical and anticipated volume across all clients (short, medium, long term). Oversee and maintain the Workforce Management (WFM) Platform/System, identify interruptions/outages, and coordinate with business continuity leaders. Monitor real‑time contact volume (calls, email/chat) and se...