Position Purpose:
Essential Functions and Responsibilities:
Updates, analyzes and matches FTL staffing/contact/performance levels. Proactively communicates with Resource Management/Operations and clients on any changes needed.
Analyze historical and actual call arrival, AHT, shrinkage and attrition to create effective and accurate forecast.
Create weekly, monthly, quarterly and annual volume projections, staffing and capacity plans, or reduction plans by account and line of business and monitors forecasting accuracy.
Review program contract and build plans aligned to statement of work and client requirements.
Review schedule efficiency by running scenarios to address workload interval trend, HOOP and client SLA.
Track/maintain seat allocation to ensure enough seats are available for each program.
Attends/Host internal and external calls to discuss long term/short term staffing as well as program performance.
Provide/create/maintains necessary reports needed for FTL and future projections needed by internal/external customers.
Provide recommendation to improve staffing, hiring fill/show rate, and training resources/availability and graduation rate.
Proactively communicates CCS metrics and recommendations for action to Resource Management, Operations Management and/or clients. Works with Operations Management to deliver defined Resource Management Process and Procedure.
Proactively communicate performance issues to Operations while providing solutions. Communicates with Resource Management, Operations, ITS, HR, Finance and Training.
Delivers other tasks assigned by Resource Managers/Director.Requirements:
Minimum Job Requirements (Education, Experience, Skills):
Bachelor's degree
5+ years of workforce management experience with 2 years experience in forecasting/capacity planning.
Strong analytical and problem-solving skills required.
Proven working experience of Resource Management software is preferred.
Proven experience using Microsoft Office products is required with intermediate level in using MS Excel
Ability to handle multiple tasks and work with shifting priorities is required.
Strong organizational, interpersonal, and communication (oral and written) skills are required.
Must be able to work a flexible/dependable schedule.
