Responsible for long-term planning for the Home Preservation Call Center, including maintaining a rolling 18-month view of our resource plan which encompasses inbound call volume, predictive & manned outbound campaigns and respective staffing forecasts for both internal and vendor resources
Responsible for producing a daily forecast and staffing report (ie: intraday performance report along with interval performance and interval staffing levels).
Responsible for coordinating with leadership performance KPIs ie: AHT, shrinkage (both internal and out of office shrinkage), occupancy, etc. Provide reporting on these metrics along with action plans to improve as needed.
Adjust the long-term and short-term forecast to achieve contact center goals while maintaining budgetary targets.
Partner with the dialer team to ensure that call routing matches the decisions that were made in the model to ensure success
Performs Root Cause Analysis (RCA) on Service Level misses and forecast variances; Provide information in order to develops and implement action plans to reduce or eliminate root cause and improve operational performance
Analyzes performance outcomes and implements changes to ensure responsive and timely responses to customer needs
Maintaining a partnership with other WFM professionals to ensure that scheduling (both internal and vendor) are aligned and balanced to meet the calling patterns of our borrowers
Requirements And Qualifications
Bachelor's degree or commensurate work experience required
10 + years of experience leading workforce and/or performance management teams preferably in an environment with the capability to attract, mentor, retain and develop talent
Strong experience in forecasting and building models to predict incoming call volume, call volume patterns, agent performance metrics (AHT, shrinkage) and outbound modeling.
Comprehensive knowledge of Contact Center operations and Call Center systems
Proven analytical experience
Strong understanding of Workforce Scheduling, forecasting and model development
Design, implementation, and support of call center and back-office reporting and analytics
Working knowledge of default call center service operations
Must be a visionary, develop plans that support visions which are in line with corporate values and goals, and then execute on the plan
Demonstrated ability to effectively drive and lead organizational change
Results oriented with the ability to motivate teams to accomplish goals
Experience in connecting operational data and planning with financial/budgetary measures
