Job Title:

Job Description

• Responsible for design and implementation of scheduling and capacity planning to support multiple contact center locations.
• Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities: 1) planning for the day (volume forecasting, staff scheduling), 2) planning for the Week (making scheduling adjustments including OT plans) 3) forecasting for the month and 4) measuring results.
• Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.
• Analyse volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.
• Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.
• Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.
• Regularly review team procedures and process flows to ensure that they meet guidelines and Client needs.
• Participate in special projects as needed and perform other duties as assigned.
• Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.
• Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.
• Manage internal communications process between WFM GEOs’
• Partner with various business verticals to enhance WFM support in newer and unexplored disciplines.
• Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.
• Responsible for setting strategic direction for all WFM disciplines.
• Define and communicate Governance Structure, objectives and operational guiding principles.
• Should aim at reducing costs, improve service levels, optimize customer satisfaction.

Candidate Profile  

• Entry level: Manager experience required

•Associate's degree in related field from a four-year college or university with more than ten years of relevant experience (with two to four years of Progressive Mgmt Experience) preferred
• Experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management 

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

• Advanced Microsoft Office skills

• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

• Demonstrated ability to mentor, coach and provide direction to a team of employees

• Demonstrated ability to take initiative and ownership with focus on continuous improvement

• Excellent attention to detail

• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team

 • Solid understanding of the organization's business operations and industry. Demonstrated business acumen

 • Demonstrated ability to comprehend, analyze, and interpret. Ability to analyze large quantities of raw data to create strategic action plans

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