Responsibilities

• Monitor operations and performance, providing recommendations to enhance scheduling for optimal coverage, service level, and abandon rate targets
• Analyze data to identify gaps and opportunities within the organization, providing guidance on headcount requirements to achieve service levels targets
• Ensure business units are appropriately staffed according to forecasts, identifying opportunities for increased efficiencies whilst minimizing SLA risks
• Plan and schedule in shrinkage and non-productive activities to minimize impacts to Service Levels
• Attend and participate in weekly WFM meetings with department leadership to understand call forecast and scheduling plans, identify risks, and recommend scheduling improvements
• Analyze and report on historical data and trends, identifying opportunities to achieve KPI metrics
• Manage and oversee the WFM software
• Recommend and develop process improvements to enhance workforce management and center-wide performance
• Building out new reporting opportunities whilst enhancing on current reporting through automation
• Deliver Ad-Hoc reporting to upper management timely and accurately to help drive the overall performance

Minimum Qualifications

• 4+ years of Workforce Management experience with a strong understanding of the scheduling function
• 2+ years of experience in a contact center environment
• Proficiency with Calabrio or other WFM platforms (IEX, Verint, Aspect)
• Strong interpersonal and communication skills, with the ability to effectively communicate in diverse environments
• Intermediate or higher proficiency in Excel and/or Powerbi Skills (e.g. vlookups, pivot tables, sumproduct/sumifs functions, etc.)
• Ability to compile, analyze, and summarize large amounts of data using Excel or Powerbi
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
• Proficient in strategic planning, problem solving, analytical skills
• Ability to manage multiple projects simultaneously within established time constraints