Manages Real Time Analysts and Scheduling and Forecasting Analysts.

Primary duties may include but are not limited to:

• Monitors forecasting effectiveness and accuracy at all levels
• Partners with stakeholders to ensure workforce budgets are in place to meet forecasted customer needs and contractual commitments
• Conducts operational review meetings to review forecast and performance variance; provides proactive analysis, presentations, and strategic recommendations for driving business improvements
• Implements and maintains workforce management platform
• Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement
• Coordinates all reporting related to workforce management
• Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support
• Organizes project tasks, structures information collection activities, and sets timelines for completion of required tasks
• Sponsors integrated workforce support, driving standardization of processes, scale, and efficiency in the workforce management
• Creates criteria for WFM evaluation systems, evaluate effectiveness of existing and proposed workforce management activities
• Ensures that effective technology solutions are utilized consistently
• Serves as the resident expert on workforce management software package
• Participates in long range planning and the formulation of goals
• Oversees technology and process improvements to ensure the highest-level possible customer satisfaction and cost effectiveness
• Collaborates with Information Systems staff to design, implement and maintain customer communications systems
• Develops presentations around project recommendations and implementation and presents them to senior management
• Completes special projects as needed
• Hires, trains, coaches, counsels, and evaluates performance of direct reports.

Qualifications

• Requires a BS/BA degree in business, statistics, or a related field
• At least 2 years in a multi-skilled call center environment
• 7-10 years of operations management experience including forecasting, scheduling, and real-time operations management
• At least 2 years of experience using Workforce Management Software
• Or any combination of education and experience, which would provide an equivalent background.

Please refer to job description.