Job Description
- Create accurate and consistent staff forecast, shrinkage, overtime, and VTO planning and scheduling for assigned client(s).
- Maintain and analyze historical trend data within Forecasting and Scheduling tool/software for all specified departments and centers. This includes maintaining accurate seasonal factors and holiday factors on a department-specific basis.
- Responsible for managing workforce processes to ensure client's service objectives are met.
- Make independent judgment to resolve client needs within defined workforce policies and procedures.
- Act as liaison with internal operations team and client(s) to effectively address client needs and expectations.
- Collaborate with other departments to increase call routing effectiveness and accuracy to gain call volume and
- AHT impacts for client.
- Work with training and operations to coordinate multi-skill training for existing agents and plan training for
- new hires to service client's dynamic needs.
- Assist with configuration and deployment of eWFM or other workforce management technologies based on
- client needs.
- Recommend workforce policy and process enhancements to provide increased productivity, higher
- customer/employee satisfaction and reduced costs.
- Execute short-term and long-term forecasting workload and other client related projects.
- Support and provide data for budgeting and business planning needs.
- Responsible for understanding and complying with all policies, procedures, and regulations relating to job
- duties.
- Perform other duties as assigned by management.
