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About the role
Key responsibilities & impact- Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
- Ensures workforce management process and procedures are in place and followed
- Conducts performance appraisals of direct reports periodically
- Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
- Supports analysis of trending to adjust future planning
- Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans
- Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
- Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
- Performs routine audits of call center reports to ensure accuracy and integrity is maintained
- Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions
- Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
- Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance
- Ensures regular coaching, feedback and recognition is being done with the direct reports
Requirements
What you’ll need- Candidate must possess at least a Bachelor’s/College Degree
- 5 years minimum experience in Workforce Management Leadership role
- Excellent skills in forecasting, scheduling and real-time time management a must
- Strong organizational skills to ensure critical timelines are met
- Accuracy and attention to details a must in this role
- Familiarity with multi-site or global workforce planning
- Strong presentation skills
- Detail oriented with ability to deliver project deliverables with little supervision
- Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
- Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
- Demonstrate analytical, organizational, problem solving and creative thinking skills
- Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
- Flexible and willing to work in shift schedules and during weekends
Benefits
Comp & perks- NA 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
ATS Keywords
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Hard Skills & Tools
forecastingschedulingreal-time managementworkforce managementdata analysisperformance appraisalcall center reportingresource allocationtrend analysisaudit
Soft Skills
organizational skillsattention to detailpresentation skillswritten communicationverbal communicationproblem solvinganalytical skillscreative thinkingflexibilitycollaboration
Certifications
Bachelor’s Degree