Workforce Manager

Description

Summary: UnifyCX is seeking a Workforce Manager to optimize staffing, manage client expectations, and ensure efficient operations for exceptional customer experiences. Highlights: 1. Opportunity to drive operational efficiency and strategic staffing 2. Key role in stakeholder and client management, using data-driven insights 3. Focus on optimizing team performance and ensuring compliance UnifyCX is growing and looking for a **Workforce Manager** to join our motivated and ambitious team in Barranquilla. **What Will You Do?** Stakeholder Management This is usually a Workforce Manager's most critical relationship. Stakeholders typically include internal operations leaders, department heads, and HR/Recruitment teams. * Capacity Planning: Partnering with leadership to review long\-term staffing forecasts and budget constraints. * Hiring \& Training Alignment: Telling the recruitment and training teams exactly *who* to hire and *when* they need to be on the floor based on upcoming data trends. * Performance Consultation: Meeting with team directors to call out operational bottlenecks, high burnout risks, or scheduling inefficiencies. Client Management For WFMs working in agency settings, BPOs (Business Process Outsourcing), or consulting firms, client management is all about balancing contractual promises with real\-world staffing. * SLA (Service Level Agreement) Compliance: Ensuring the staff scheduled can meet the speed, quality, and volume metrics promised to the client. * Data\-Driven Pushback: Using historical data to manage client expectations. For example, if a client expects 100% coverage during an unexpected spike, the WFM provides the data showing what that will cost or require. * Real\-Time Reporting: Providing clients with transparent data on utilization rates (how busy the staff is) and schedule adherence. Team Management * Shrinkage \& Absence Tracking: Factoring in sick leave, vacations, and breaks to ensure the floor is never understaffed. * Fairness in Scheduling: Designing shift patterns, rotations, and holiday schedules that balance business needs with employee preferences to maintain morale. * Direct Report Guidance: If it's a larger organization, the WFM will directly manage a team of real\-time analysts and schedulers. ***Key Responsibilities:*** * *Forecasting: Analyze historical data and trends to predict future staffing needs and workload volumes.* * *Scheduling: Build and manage efficient work schedules that match employee availability with business demands.* * *Real\-Time Monitoring: Track daily productivity, manage queues, and reallocate resources on the fly to handle unexpected absences or surges in demand.* * *Reporting \& Analytics: Compile data on key performance indicators (KPIs) like service levels and first\-reply times, presenting actionable insights to executives.* * *Compliance: Ensure all work practices align with labor laws, including tracking break periods and overtime.* **Who We Are:** UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI\-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact. *UnifyCX is a certified minority\-owned business and an EOE employer that welcomes diversity.*