Discipline - Customer Services

Industry - Traffic/Workforce Management

Job Description - Major Responsibilities

- This position is responsible for forecasting the call center staffing variables (i.e. call volume, average handle time, off-phone activities, overflow, etc.) and working with the leadership team to validate the planning assumptions and volume forecast

- Formulate recommendations based upon analysis, data and input from users and departmental management

- Maintaining a close working relationship with all departmental leadership in developing staffing strategies

- Advise Site Directors, Business Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload between departments and sites on a regular as well as ad hoc basis, acting as an advocate for the caller

- Partner with Site Director regarding forecasting / planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets.Partner with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis of reports (e.g. consolidate queues, change phone hours).

- Analyze, develop action plan and resolve service delivery and / or service level issues.Review Key Performance Metrics and subsequent drivers, implementing actions for improvement

- Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary.Collaborate with supervisors to identify and track both planned and unplanned absences.

- Review forecasts on an intra daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions.Identify call volume trends and averages on a monthly and quarterly / seasonal (when necessary) basis.

- Establish and maintain communication channels regarding events that impact call and claim volumes.

No. of Openings : 2

Qualification :

- Graduate degree preferably in Statistics or Math

- Minimum of 3 years of experience in Workforce Management

- Experience in workforce management, budget planning, analytical and/or statistical experience preferably in a call center environment.Proven track record of performance internally or externally.

- Strong business, operational and procedural knowledge of a call center. Proven Track record of leading change, driving performance, and reducing operational defects.

- Proficiency with MS Office (e.g., - Excel, Access)Technical understanding of telecom hardware (e.g., PBX, ACD, IVR).Understanding of call center planning and routing software and programming requirements (e.g., CMS modifications, vector scripting,).

- Knowledge of Human Resource policies and procedures.Analytical with experience identifying root cause of defects and removing defects. Statistical analysis skills.

- Written and verbal communication skills.

- Business focus to understand company's vision, mission and strategy to achieve long and short term goals.Adaptable and able to move with change while maintaining a positive attitude.

- Dependable and consistent.

- Superior planning and organizational skills that effectively allocate and manage resources across the site.

- Strong problem solving skills that enable quick identification and efficient resolution of issues.

- Highly respected individual with ability to influence others and build strong relationships

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