GET TO KNOW ALORICA
At Alorica, we only do one thing – make lives better, one interaction at a time. We are a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Summary 

Responsible for the development and maintenance of a comprehensive forecasting and scheduling model by using Workforce Management tools to analyze trends, prepare forecasts (Volume, AHT, and Shrinkage) , create staffing requirements, and generate work schedules for contact centers. 

Essential Duties & Responsibilities 

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. 

Qualifications & Requirements 

Education: 

High School Diploma required.  Bachelor’s Degree or if undergraduate, with relevant work experience preferred. 

Experience: 

1 year relevant Workforce experience required  Prior experience with EWFM, Aspect, and IEX preferred

Knowledge, Skills, Abilities & Other Characteristics:

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. 

Position Scope 

Supervisory/Management Responsibility: None  Relationships: Internal –Middle Management, Non-Management, Training department, Operations departments, other Workforce department.  External – Clients, Vendors, Auditors. 

Work Environment 

Office environment.  Ability to lift and/or move 20 pounds with or without accommodation. 

Disclaimer 

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing, and altering job duties.

If you are interested, please send us your CV in English.

Applications will be processed in strict confidentiality.

Only short-listed candidates will be contacted.

The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.