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Douglas Jackson and Cactus Search, two well-respected recruiters that specialise in contact centres, share examples of jobs descriptions for Contact Centre WFM Managers.

Responsible in assigning work calls, SM, emails, chat,etc to agents• Scheduling staff around your forecast contact volumes• Forecasting — through simulations based on historical data, you can create a reliable schedule.

To best action our WFM plans, we have lots of real-time considerations that we may need to make, across the course of the day.

Aptitude for effective data analysis and reporting.

We provide ten fundamental pieces of advice that are really helpful to keep in mind when embarking on any WFM-related process.

Experience in Real-time Monitoring, Scheduling or Forecasting.

We get lots of advice from WFM expert Dougie Cameron on how to lower schedule dissatisfaction and provide advisors with a better work-life balance.

We also take you through all the basic WFM components.

Complete daily testing of customer portals for each contact channel to ensure full functionality and take appropriate action in the event of any identified malfunctions.

Incumbents must also be able to work well in a team environment to accomplish common goals.