Director of Workforce Management

Full Time
EXPIRES 31 Mar, 2019

Job Location

92 Middle Street, North Cummingsburg, Georgetown


Do you have extensive experience in Workforce Management? Do you have strong analytical skills?

We are looking for a DIRECTOR OF WORKFORCE MANAGEMENT to join our growing team.

As a Director of Workforce Management at Emerge, you are responsible for supporting and developing the workforce management team within the larger call center operation handling multiple accounts. You will also be responsible for all forecasting, scheduling, staffing and reporting initiatives.


  • Minimum of 3 years work experience in WFM with extensive experience managing multiple sites/segments and larger teams in a managerial position
  • Proven track record of successful interactions with Internal Operations and clients.
  • Previous customer contact experience in a fast-paced environment preferred


  • In-depth understanding of the technology, terms, and methodologies used in the BPO industry
  • Results driven to ensure all metrics are being met, and appropriate stakeholders are engaged to help
  • Ability to work under pressure, identify priorities and produce deliverables within tight timelines
  • Exceptional analytical, process management and organizational skills
  • Strong attention to details
  • Complex problem-solving skills that will assist in resolving problems at the internal and external (client) level
  • Strong presentation skills to allow for updates internally and externally

Job Type

Full -Time Position


Competitive compensation offered.

Workdays & Hours

Shifts are flexible starting at 8:00 AM – 9:00 PM EST* Mon-Fri. Could involve some weekends.

Must be able to adjust working hours as required to meet demands of supporting 24/7 call center operations and North American based client groups. Additionally, there is potential to work remote from an offshore location.

Only shortlisted applicants will be contacted.


  • Ensure the effective management of resource allocation changes across centers and agencies, as necessary, to optimize schedule efficiency and staff utilization.
  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
  • Oversee the intra-day staffing management process which takes into consideration unplanned leave and other staff requirements.
  • Ensure proper and effective processes are in place to monitor, review, and execute the publishing of all reports while ensuring the accuracy of all data.
  • Manage changes to scheduling to ensure adequate daily resource coverage.
  • Oversee the forecasting of long, medium and short-term call levels for each emergency and non-emergency service.
  • Oversee the reporting team and the suite of reports that are generated on a daily, weekly, monthly etc.
  • Monitor attendance and schedule adherence.
  • Process management requests for modifications of scheduling events.
  • Guide the efficient and fair rostering of leave and the management of the leave roster.

Apply now

Interested applicants can contact the Recruitment Department via, via telephone 226-2532/34 or at our Main Office - 92 Middle Street, North Cummingsburg, Georgetown. 

Apply Online
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Then, the employer will be able to view your application on our website.


Emerge BPO Services Inc.

Emerge BPO Services Inc.


Emerge BPO is an outsourcing provider for customer service and back-office support based in Georgetown, Guyana.
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