• Responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.
• Participate in the action and strategic planning process that establishes annual objectives and goals for an organization
• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement. Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed
• Manage internal and external audit with processes and controls.
• Responsible for the development of resources under his/her span ensuring the center is appropriately staffed
• Responsible for the performance management of all employees under his/her team.
• Administer shift bids across multiple sites and clients/lines of business
• Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department