Job Description

Essential Functions

• Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
• Ensures workforce management process and procedures are in place and followed
• Conducts performance appraisals of direct reports periodically
• Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
• Supports analysis of trending to adjust future planning
• Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans
• Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
• Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
• Performs routine audits of call center reports to ensure accuracy and integrity is maintained
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions
• Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
• Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance
• Ensures regular coaching, feedback and recognition is being done with the direct reports

NA

Candidate must possess at least a Bachelor’s/College Degree

5 years minimum experience in Workforce Management Leadership role

Excellent skills in forecasting, scheduling and real-time time management a must

Strong organizational skills to ensure critical timelines are met

Accuracy and attention to details a must in this role

Familiarity with multi-site or global workforce planning

Strong presentation skills

Detail oriented with ability to deliver project deliverables with little supervision

Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels

Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized

Demonstrate analytical, organizational, problem solving and creative thinking skills

Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems

Flexible and willing to work in shift schedules and during weekends