Determine annual, quarterly, monthly, daily and intra-day workforce requirements by gathering and analyzing data and trends.

Utilize scheduling software to generate optimized schedules that balance the needs of the business with the needs of the agents.

Conduct workforce simulations and what if scenarios to find the best mix of creative schedules as required.

Process time off, shift trade requests, and shift bids.

Encode and maintain Workforce tool information such as Employee details, Skills, LOBs, ACD, Work patterns, etc.

Meet forecast accuracy and schedule efficiency targets

Schedule & perform coaching and training or other pre-planned activities.

Lead regular weekly calls with Operations and Client Solutions and exercise discretion in making staffing recommendations.

Regularly provide feedback to management and assists clients directly in support of ongoing & future strategic initiatives.

Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.

Perform special assignments and tasks and other duties as assigned by management.

Work under general supervision.

General understanding of Workforce Management methodologies and practices

Knowledge and Maintenance of database applications or Workforce Management tools.

Ability to analyze and to interpret complex data

Ability to work with peers and other teams to achieve performance goals and objectives

Intermediate personal computer skills including Microsoft Office.

Excellent interpersonal, written, and oral communication skills.

Ability to prioritize and organize work in a multitasked environment.

Ability to maintain the highest level of confidentiality.