Workforce Management Supervisor

The Workforce Management Forecaster is responsible for managing capacity planning and forecasting for assigned clients. They will analyze contact volumes, AHT, impact events, occupancy, and contact center staffing activities to provide management information and make recommendations for staffing needs to support our client activities.

Key Responsibilities

The role will build a working relationship with the client and management team

make recommendations based on business forecasts and actual activities.

· They will drive the process that analyses historical staffing trends and generate

the workforce projections and hiring plans for our contact center operations.

· This position will be responsible for the development of long-term capacity plans

and will provide accurate workload predictions budgeting and planning.

· They will identify areas of opportunity and implement innovative forecasting

planning solutions to maximize efficiency

Essential Skills

• Working knowledge and technical understanding of WFM principles and calculations Excellent oral and communication skills
• Experience in Calabrio and Amazon Connect
• Above average reporting (MS Excel/VBA) skills
• Excellent Analytical Skills
• Effective organizational and time management skills

Qualifications

• At least 2-5 years of experience in forecasting and capacity planning
• At least 2 years of experience is people management
• Experience in working in WFM and/or in the BPO/Contact Center Industry and can demonstrate understanding of applicable performance metrics and data
• Knowledge in MS Office