GSG (Georgian Service Group_2007) is pleased to announce an opening for the position of Workforce Manager
Workforce Manager Duties and Responsibilities
- Responsible for tracking associate time and call volume trends/patterns using daily, weekly, and monthly measurements and using workforce optimization software to improve efficiency and forecast staffing needs taking contact volume and headcount requirements into account
- Responsible for overseeing the performance of the Customer Care department by assessing, analyzing, and reporting associate productivity at the individual, team, and departmental levels while working closely with the Operations Manager
- Responsible for overseeing day-to-day workforce and reporting operations to ensure schedules, intraday management of CSRs, calls, and emails to meet SLAs and optimal performance.
- Schedule, process time off requests, and generate reports to show productivity and performance changes through historical and/or real-time reporting
- Review contact volume forecast models and optimize staff schedules to maximize resource utilization and achieve service level objectives
- Ensure a positive work environment and foster engaged staff with a sense of accountability, continuous improvement, and collaboration
- Perform root cause analysis on service level misses and forecast variances; develop and implement action plans to reduce or eliminate the root cause and improve operational performance
- Train managers and trainers on the use of workforce planning tools
- Develop reporting processes, dashboards, and presentations to fulfill senior leadership reporting needs
- Workforce Manager Requirements and Qualifications
- A bachelor's degree in a business-related field or equivalent experience
- experience in using workforce management software solutions
- experience with forecasting, capacity planning, and statistical analysis
- Excellent written and verbal communication skills in English with the ability to effectively communicate and interact with all levels of personnel within the organization
What we offer
- Competitive salary
- Professional growth opportunities
- Medical Insurance
Application Submission Instructions
Interested candidates are encouraged to submit a CV to hr@gsg.ge Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process