Analyzes and forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.
Fully responsible and accountable for the design of metric score cards/dashboards and policies that impact work force positively. Montiors contact center, pipeline, and financal performance and identifies opportunities to improve. Serves as central liason between locations and BPO partners.
Schedules agent shifts and communicates shifts to appropriate team members. Moderates use of Paid Time Off, leaves of absence and serves as liaison to operations and recruiting. Trends call arrival patterns and proactively adjusts staffing accordingly.
Identify and make recommendations for call routing anomalies and serves as telephony and technology liaison. Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
Works closely with operations, finance, and account management to resolve complex labor and call distribution issues between locations, clients, and products.
May be asked to provide service center-related data or analytics for business unit or operations projects.
May be asked to lead or participate in call center technology or BPO projects.
7+ years of relevant experience, including experience in call centers and with call center workforce planning
Advanced SKILL LEVEL FOR MICROSOFT EXCEL/WORD
Experience with skills-based routing tools to allocate service center resource
Experience with a service center reporting tool
Experience with industry leading Workforce Management Tools (i.e. Calabrio, Verient, IEX)
Must have thorough understanding of service levels required for each service center team and business area supported
Must show excellent attention to accuracy and detail
Must exhibit strong organizational, problem-solving, and analytical skills
Must have proven planning and prioritization skills