Job Description :
IMPORTANT : Please indicate on your resume which position below you are applying for. You may also apply by sending your resume to ats siegensolutions.
com , indicate your birthday on your resume and indicate the specific position you are applying for on the email subject.
No need to email your resume if you applied via Jobstreet.
PRIMARY ROLE :
The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.
Performs Workforce Management support functions for Operations
Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
Manage operational forecast variance to plan
Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
Forecasting & Capacity Planning
Analyze work volume patterns to determine trends
Create volume forecast and handle time forecast for interval, daily and weekly
Determine appropriate staffing levels needed to meet goals
Able to use Workforce Management tools and create excel templates to support deployment of new deals
Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed
Administer shift bids across multiple sites and clients / lines of business
Develop and adjust employee schedules and rotations to meet the work volume demand on each day
nbsp;Able to use Workforce Management tools and create excel templates to support deployment of new deals
TO QUALIFY :
Bachelor's Degree holder
Ability to work independently, multi-task and meet deadlines
Analytical interpretation of data
Proficiency in Microsoft Excel
Must be able to work with all levels of the organization in capturing, managing and communicating metrics
Excellent written and verbal communication skills
People Management experience of at least 4 years directly handling Supervisors, with at least 2 years Managerial experience in Workforce Management
FOR THIS POSITION, PLEASE ATTACH YOUR UPDATED RESUME. JOBSTREET RESUME WILL NOT BE ACCEPTED. YOUR RESUME WILL BE PRE-SCREENED AND WE WILL CALL YOU IF YOU ARE DEEMED QUALIFIED FOR AN INTERVIEW.
YOU MAY ALSO EMAIL YOUR RESUME AND PUT THE POSITION ABOVE AS THE SUBJECT. NO DOUBLE SUBMISSIONS PLEASE.