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.

2 years related Workforce/Process Improvement experience required

3 years customer care and/or call center with project management and/or process development experience preferred.

Prior Workforce Management experience in a high volume call center setting strongly preferred.

Expertise with Workforce Management methodologies, practices, analytics and tools

Understanding and ability to create/manage forecasting, capacity planning, scheduling and real-time management processes and tools

Ability to use eWorkforce Management software to create models, customize reports, and depict important information extracted from data in clear, concise and creative ways.

Strong analytical skills, ability to interpret regression modeling, sample size methodologies, correlations analysis, etc.

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

Advance 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 adapt to a flexible schedule.

Ability to maintain the highest level of confidentiality.