Job Summary:
Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for managing various administrative duties to ensure accurate reporting, reporting structures, and system access. Teams in multiple locations including off-shore analysts would report to this role.
Responsibilities:
- Manages and maintains training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume.
- Participate in various client calls to review forecasting and scheduling.
- Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met.
- Ensures staffing and scheduling modifications are recommended to the operation team and are executed on a intraday, daily, weekly and monthly basis to ensure KPI are met.
- Ensures various off-the-phone activities for the agent populations are scheduled in such a manner as to not impact KPI performance and properly reported in scheduling system.
- Manages various forecasting and scheduling processes including vacation day approvals, schedule change approvals, and loading new hire schedules.
- Manages various administrative processes including ID administration.
- Manage diverse team of WFM analysts in multiple locations.
- Performs other duties as assigned.
Skills Requirements:
- 8-10 years of work-related experience.
- Prior work force management experience including forecasting, staffing, and scheduling, 3 year minimum required.
- Prior call / contact center experience, 3 year minimum required
- Strong and effective oral / written communication skills.
- Prior supervisory experience including a team of 5 or more direct reports .
- Excellent presentation skills
- High level of proficiency with Excel.
- Strong mathematical skills.
- Strong analytical skills
- Ability to multi-task, prioritize and delegate deliverables.
- Ability to maintain confidential information.
- Working knowledge of IEX.
Education Requirements:
Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration, Engineering, Operations Management or related field preferred.
