Workforce Manager (Ohrid/Debar)

• SLICE

Position – Workforce Manager

Responsibilities:
Forecasts:

• Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical/planned and anticipated volume across all contacts both short-term, medium-term and long-term.
• Monitors real time contact volume both call (Talk Desk) and email/chat (Kustomer) support and associated service levels and staffing requirements.
• Trends real time call arrival patterns and adjusts staffing accordingly.
• Identify call routing anomalies using real time monitoring applications.
• Analyze real time contact center performance for same day staffing adjustments and call routing re-alignments.
• Staffing
• Recommendation for staffing requirements to meet forecast demand and communicates shifts to appropriate team members
• Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use
• Manage distribution of staff and tasks across all operations teams

Scheduling

• Build and manage sophisticated scheduling program for all teams with time sensitive tasks
• Customer Support - all channels

Order Processing

• Phone order transmission team
• Build and manage sophisticated scheduling program for all back office teams
• Link Management Team
• Twilio
• Menu

Scheduling should ultimately cater for:

• Extreme flexibility
• Balance between employee preferences and business needs
• Balance between exceptional service levels and underutilization of scheduled staff

Reporting

• uild and maintain contact and team dashboards
• Track individual and team productivity, with driver analysis. Communicate weaknesses and risks to relevant managers
• Identify opportunities to increase performance and productivity across Operations

Budget

• Maintain current and accurate agent group inventory and schedule recruitment / training as
• Build out, maintain, and ensure that we operate within agreed upon budget
• Collaborate and align with finance team monthly

Systems management

• Recommend and implement the best workforce management system to serve business needs for the next 2 years
• Own ongoing management of these systems
• Maintain current and accurate agent skill set inventory and schedule recruiting / training

Requirements:

• Bachelor’s Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field. Equivalent work experience may be substituted for educational requirements.
• No less than 5 years managing a WFM team in a high growth and flexible environment
• Deep expertise in Workforce Management - forecasting, scheduling, reporting and systems buildout and management
• Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft Excel, Word, Access, Windows operating systems.
• Problem solving ability - identify key issues at its core and recommend potential solutions in a logical, commercial way
• Ability to challenge the status quo 
• Flexible, copes well with frequent change 
• Ability to collaborate with remote and international teams
• Able to work with and manage multiple teams in different geographic locations.
• Demonstrated strong verbal, written, and presentations skills.
• Proactive working style.
• Able to work with minimal supervision
• Proven ability to meet deadlines with accuracy
• Proven ability to multi-task
• Demonstrated ability to quickly learn new systems and processes.
• Strong documentation skills.
• Detail oriented; accuracy is critical.

At Slice we're living the dream, with so many pizza parties, vacations, incredible benefits, and the opportunity to help your favorite local pizzeria succeed. If you feel that you have the necessary experience and are interested in this amazing opportunity, please apply to our website: www.slice.mk