Tasks for the day include, but are not limited to, the following:  

• Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites   

• Analyse past volume and staffing patterns and implement actions required based on the forecast provided by the client to ensure service goals are met   

• Conduct analysis and recommend solutions to real time performance issues with the operational business units   

• Validate forecasting and staff planning and work with Account Managers and clients   

• Interface with Account Managers/Operations Directors as needed for escalation of service impacting issues   

• Manage the staff schedules and responsibilities of Workforce Management team.   

• Responsible for performance appraisals of all direct reports   

• Establishes performance objectives for direct reports   

• Coach and develop a high performance team through organizational leadership   

• Demonstrate sound judgment and fairness when administering policies and procedures   

• Ensure team accurately tracks and manages contact centre schedule adherence.   

• Monitor absenteeism levels and work with Operations Team on attendance management initiatives   

• Prepare daily/weekly/monthly reports and distribute to the Management team   

• Manage staffing ratios and seat utilization/optimization to ensure contact centre goals are met   

• Build effective working relationships with internal departments   

• Work with Senior Management team on initiatives to support new business growth and overall operations   

• Assist with special projects and other duties as assigned   
• Management of Genesys system

Join the A-Team and experience the A-Life!