Job Description

About Us

Full Potential Solutions (FPS)

is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, 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 respect

Excellence

- Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

Accountability

- Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

Grace

- Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission

: To create conditions within which people can thrive!


We are looking for a dynamic

Workforce Management Senior Manager/Director

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 processes Analyze metrics and staffing on a consistent basis to maximize and make recommendations for efficiency on a global level across multiple client programs Work alongside operational team members to ensure that all client-partner and company goals and objectives are met Develop solutions, strategies, and action plans to improve business performance and client success Manage at least 20 headcount (1 Manager, 1 Assistant Manager, and 14 Real Time Analysts)

Qualifications:

5-10 years of management experience within a contact center or Workforce department (required) Well-versed in end-to-end WFM cycle. Manual and Tool-based WFO software. Experience in client relationship management Strong analytical, problem-solving, technical, information-management, and decision-making skills Excellent verbal and written communication skills Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment Proven strong interpersonal and critical-thinking skills Exceptional time management, organizationa,l and prioritization skills to complete work in a timely manner Can work on a shifting schedule * Can do hybrid work setup