Responsible for leading efficiently the WFM team, responsible for planning, forecasting, scheduling and real time
resource management to ensure that company objectives such as shrinkage and business goals are met.
Establishes effective relationships with internal and external partners including Operations and other support HR,
Finance and IT. Continuous Improvement as well as operational leadership to ensure daily service level metrics
met. Communicates company policy information and requirements to staff and ensures operational decisions
Bachelor's degree plus three (3) years related call center workforce management experience
Must be available to work any shift any day
Adept at managing multiple priorities and tasks in a fast-paced environment
Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely
Preferred Special Skills, Knowledge or Qualifications
Leading highly-motivated, high-performing workforce management teams. With experience on scheduling,
forecasting, capacity planning and real-time workforce management.
Build relationships with the operational leaders specifically the managers and team leads.
Drive real time strategies including skilling, shrinkage utilization, as well as partner with operations to drive
representative behaviors especially around call handling.
With RTA background and with sound knowledge on its best practices
Provide daily wrap up to the leadership team which would include key indicators such as call drivers, handle time
and forecast comparisons, day of week comparisons, absenteeism trending, as well as other unique behaviors and
Measure return on investment between shrinkage usage and performance
Proficient with phone system reporting and scheduling tools and as well as Microsoft Office (Excel, Word,
PowerPoint, Outlook).Absolute team player who consistently demonstrates respect, inclusion and an open mind