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Summary
Responsible for the development and maintenance of a comprehensive forecasting and scheduling model by using Workforce Management tools to analyze trends, prepare forecasts (Volume, AHT, and Shrinkage), create staffing requirements, and generate work schedules for contact centers.
Essential Duties & Responsibilities
- 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.
Qualifications & Requirements
Education:
- High School Diploma required.
- Bachelor’s Degree or if undergraduate, with relevant work experience preferred.
Experience:
- 1-year relevant Workforce experience required
- Prior experience with EWFM, Aspect, and IEX preferred
Knowledge, Skills, Abilities & Other Characteristics:
- General understanding of Workforce Management methodologies and practices
- Knowledge and Maintenance of database applications or Workforce Management tools.
- Ability to analyze and to interpret complex data.
- Ability to work with peers and other teams to achieve performance goals and objectives.
- Intermediate personal computer skills including Microsoft Office.
- Excellent interpersonal, written, and oral communication skills.
- Ability to prioritize and organize work in a multitasked environment.
- Ability to maintain the highest level of confidentiality.
Responsible for the development and maintenance of a comprehensive forecasting and scheduling model by using Workforce Management tools to analyze trends, prepare forecasts (Volume, AHT, and Shrinkage), create staffing requirements, and generate work schedules for contact centers.
Essential Duties & Responsibilities
- 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.
Qualifications & Requirements
Education:
- High School Diploma required.
- Bachelor’s Degree or if undergraduate, with relevant work experience preferred.
Experience:
- 1-year relevant Workforce experience required
- Prior experience with EWFM, Aspect, and IEX preferred
Knowledge, Skills, Abilities & Other Characteristics:
- General understanding of Workforce Management methodologies and practices
- Knowledge and Maintenance of database applications or Workforce Management tools.
- Ability to analyze and to interpret complex data.
- Ability to work with peers and other teams to achieve performance goals and objectives.
- Intermediate personal computer skills including Microsoft Office.
- Excellent interpersonal, written, and oral communication skills.
- Ability to prioritize and organize work in a multitasked environment.
- Ability to maintain the highest level of confidentiality.
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