Job Description

• Determine annual, quarterly, monthly, daily and intra-day workforce requirements by gathering and analyzing data and trends.

• Utilize scheduling software to generate optimized schedules that balance the needs of the business with the needs of the agents.

• Conduct workforce simulations and what if scenarios to find the best mix of creative schedules as required.

• Process time off, shift trade requests, and shift bids.

• Encode and maintain Workforce tool information such as Employee details, Skills, LOBs, ACD, Work patterns, etc.

• Meet forecast accuracy and schedule efficiency targets

• Schedule & perform coaching and training or other pre-planned activities.

• Lead regular weekly calls with Operations and Client Solutions and exercise discretion in making staffing recommendations.

• Regularly provide feedback to management and assists clients directly in support of ongoing & future strategic initiatives.

• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. • Perform special assignments and tasks and other duties as assigned by management.

• Work under general supervision.

• High School Diploma required.

• Bachelor’s Degree or if undergraduate, with relevant work experience preferred.

• 1 year relevant Workforce experience required

• Prior experience with EWFM, Aspect, and IEX preferred