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Manager, CARE Workforce Management

Date: Nov 25, 2020

Location: Tunis, TN, 1053

Company: Cimpress/Vistaprint

Manager, CARE Workforce Management



As the WFM Manager you will be responsible for the management of all WFM functions for the CARE Tunis Center. This includes managing Forecasting, Capacity Planning, Scheduling & Optimization and Real Time SLA Management. With your team you will provide support to the CARE Tunis Operations team in meeting service level and occupancy goals for all supported locales/languages. You will build and maintain a team environment and model behavior to foster the Vistaprint culture and values.



Your role will include:

  • Oversee the day to day WFM operation for the CARE Tunis Center and ensure we are utilizing resources effectively to meet SLA and Occupancy goals.
  • Represent the Tunis WFM team in a leadership capacity in cross-functional meetings, and on CARE initiatives and projects.
  • Lead, train and develop a team of WFM Analysts. This includes conducting team and one on one meetings with direct reports.
  • Provide timely updates to Operations on areas of potential risks and provide recommendations for appropriate corrective and/or mitigation measures.
  • Responsible for ensuring that WFM processes and procedures are current/improved and updated.
  • Manage communication plans to Operations and mitigation plans if required.
  • Manage assigned initiatives aligned to the Workforce Management Strategy.
  • Responsible for driving a cohesive and collaborative relationship with stakeholders.
  • Schedule management: coordinating and integrating future planned events into schedules.
  • Intraday interval analysis: monitoring and analyzing key performance metrics throughout the business day to diagnose emerging trends and adjust staffing to meet daily needs
  • Responsible for ensuring that SOP’s are current/improved and updated.
  • Responsible for the quality and accuracy of reports delivered from the team.
  • Acting as a mentor and coach, educating in Workforce Management, within and outside of the workforce management teams.
  • The timely and accurate escalation of business-critical impacting events to senior management. The rapid implementation of actions to mitigate such impacts, and preparation of procedures and strategies to guard against such occurrences in the future.
  • continually learning and challenging current processes by accessing external research.






Communicating & Influencing

  • Strong relationship management skills, influencing and negotiating.
  • Communicating complex information in a way which is easy for others to understand
  • Stating well-argued cases emphasizing positive messages & benefits
  • Handling objections assertively, standing up for a position without being overly stubborn



People Leadership and Working with Others

  • Leading a team, driving the engagement and performance of all members.
  • Involving all relevant people in decisions & keeping them informed
  • Recognizing unspoken meanings behind people’s actions; being tactful and showing consideration for their views
  • Networking and actively building trusting relationships


Customer Focus

  • Seeking customer feedback; seeing things from their perspective
  • Working to exceed customer expectations
  • Supporting decisions that benefit customers & Vistaprint /Cimpress


Delivering Results

  • Taking the initiative to tackle problems; stepping outside own role if necessary
  • Looking for ways to improve processes and learning from mistakes
  • Setting demanding targets & goals; putting in extra effort to exceed objectives


Problem Solving and Decision making

  • Uses a combination of experience, wisdom, logic and analysis to make sound, timely decisions and to solve problems
  • Probes appropriate sources for relevant information and answers to key questions; demonstrates persistence and skill in gathering information. Understands levels of inclusion necessary for ownership and effective action
  • Has solutions and suggestions that are effective and turn out to be correct and accurate when judged over time
  • Is sought out by others for input and process support


In return you will bring

  • Minimum 5 years of progressive Workforce Management experience in a leadership role for a multi-channel Contact Center.
  • In-depth knowledge of contact center operational management & workforce management methodologies and principles.
  • Well-developed leadership skills to counsel, direct, motivate and recognize staff.
  • Ability to achieve results through others in a positive fashion that balances the interest of the business with the interest of the employee.
  • Ability to motivate and inspire others to achieve challenging goals through leading by example & managing change
  • Superb interpersonal and communication skills.
  • High competency in influencing - to present alternatives, resolve conflict and assess and navigate through high-risk or crisis management situations resulting in win-win solutions.
  • Creative approach to problem solving and team collaboration.
  • Expert computer skills with software programs such as MS Excel, Access, Project, Word, Power Point.
  • Ability to align the strategy of what will work within the scheduling sphere, with the ongoing reality and demands of the department and business.
  • In depth understanding of Long-Term Resource Planning, Budgeting and Scheduling Processes.
  • Understanding of the potential impact of change upon the Operation associated with initiatives such as new Product releases or Marketing campaigns.
  • Highly developed analytical, problem recognition and decision-making skills.
  • Highly results oriented and comfortable in a fast paces high stress production environment.
  • Working knowledge of the principles of statistics normally acquired through college level courses or equivalent experience. 


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