Workforce Manager

About UsFull Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.Our Core Values:Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respectExcellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvementAccountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionateGrace - Respect and appreciate differences, Care for one another, Humility, Make work personalOur Mission: To create conditions within which people can thrive!We are looking for a dynamic Workforce Manager who will oversee the operational and fiscal activities of the Workforce Management Team. This role will have the responsibility to ensure all team members are focused on the delivery of our company’s financial goals and the operational expectations of our client-partners.Duties and Responsibilities:Forecast and prepare for a call,email and chat volume and monitor seat occupancy, average handle time and other factors to measure campaign performance.Identify and report on account profitability opportunities and recommend strategies to improve campaign processesAnalyze metrics and staffing on a consistent basis to maximize and make recommendations for efficiency on a global level across multiple client programsWork alongside with operational team members to ensure that all client-partner and company goals and objectives are metDevelop solutions, strategies and action plans to improve business performance and client successManage at least 20 headcountQualifications:5-10 years of management experience within a contact center or Workforce department (required)Must be knowledgeable with WFM tools (i.e. Avaya, Verint, etc) and WFM functions (i.e. Forecasting, Scheduling, Capacity Planning, etc)Well versed in end to end WFM cycle. Manual and Tool-based WFO softwareExperience in client relationship managementStrong analytical, problem-solving, technical, information-management and decision-making skillsExcellent verbal and written communication skillsAbility to work both independently and in a team setting within a fast-paced, entrepreneurial environmentProven strong interpersonal and critical-thinking skillsExceptional time management, organizational and prioritization skills to complete work in a timely mannerCan work on a night shift and in an onsite setup