Oversee efficient working of all Workforce personnel and maintain knowledge on all job functions and administer all business requirements and ensure achievement of all business objectives.
Organize and conduct all staff meetings for project reviews and supervise Workforce team, analyze all customer requirements, and develop solutions for same.
Implement all strategies and supervise efficient working of all staff and prepare orientation programs for all new employees and ensure compliance to all deadlines.
Oversee efficient working of all workforce personnel and maintain knowledge on all job functions and administer all business requirements and ensure achievement of all business objectives.
Prepares and coordinates call center operational plans and works with call center partners to develop optimization strategies and loss mitigation. Evaluates 3-day look-ahead daily and 14 day look ahead weekly and initiates actions to address risks.
Ensures business continuity and monitor service level agreement for various audiences. Provide continuous support and serve as back up of workforce management team.
Lead team of Support providing real time monitoring, scheduling, and attendance line management. Duties in this role include internal and external (client) communication of status, changes and/or action plans for restoration. Acts as liaison between all partner groups, facilitating coordination of response.
Coordinate with various departments to design all management reports, projects and administer everyday activities and ensure compliance to all deadlines.
Conducts regular audits to ensure 99.8%+accuracy of data from the phone switch and data in workforce management systems order to prepare call center operational plans around forecasting and scheduling.
Collaborate with department personnel and design innovative solutions for issues.
Partners with operations, training, quality, recruiting, HR, IT and facilities to coordinate staff movement.
May perform other related duties and responsibilities as assigned and/or required.
Qualifications:
Bachelor's Degree is preferred but not required
At least 2 years of experience in Workforce, Long term planning, Capacity Planning, Forecasting
