Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets.
This position is also responsible for managing various administrative duties to ensure accurate reporting, reporting structures, and system access.
Teams in multiple locations incl. off-shore analysts would report to this role. Responsibilities
Manages and maintains training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume.
Participates in various clients calls to review client KPI performance.
Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met.
Ensures staffing and scheduling modifications are recommended to the operation team and are executed on a intraday, daily, weekly and monthly basis to ensure KPI are met.
Ensures various offthephone activities for the agent populations are scheduled in such a manner as to not impact KPI performance.
Manages various forecasting and scheduling processes including vacation day approvals, schedule change approvals, and loading new hire schedules.
Manages various administrative processes including ID administration.
Performs other duties as assigned.
5-8 years of experience
Prior work force management experience including forecasting, staffing, and scheduling,
Prior call,contact center experience, 3 year minimum required
Strong and effective oral,written communication skills
Prior supervisory experience including a team of 5or more direct reports
Excellent presentation skills
High level of proficiency with Excel
Strong mathematical skills
Strong analytical skills
Ability to multi task
Ability to prioritize and delegate deliverables
Ability to maintain confidential information
Working knowledge of IEX a plus.
Education Requirement Bachelor's Degree, First Degree, Trade / Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.
Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Individual will be required to stand and walk or otherwise traverse in order to be accessible to the production floor for extended periods of time.
The person in this position will be required to regularly exert at least 10 lbs. of force to push, pull or otherwise move objects and may be required to carry or lift objects up to 50 lbs.
The worker is required to have close visual acuity to perform activities such as : preparing and analyzing data and / or documents;
viewing a computer terminal; and / or visual inspection of products or machinery. The person in this position may need to occasionally sit, type, climb stairs, bend, reach, kneel, or twist for minimal periods of time.
Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.