In this role, you will:

- Monitors forecasting effectiveness and accuracy at all levels.

- Ensures service levels and productivity goals are met. Implements and maintains workforce management platform.

- Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.

- Coordinates all reporting related to workforce management.

- Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support.

- Organizes project tasks, structures information collection activities and sets time lines for completion of required tasks.

- Develops and maintains scheduling processes.

- Serves as the resident expert on workforce management.

- Participates in long range planning and the formulation of goals.

- Oversees technology and process improvements to ensure the highest level possible customer satisfaction and cost effectiveness.

- Collaborates with Information Systems staff to design, implement and maintain customer - communications systems.

- Develops presentations around project recommendations and implementation and presents them to senior management.

- Completes special projects as needed.

- Hires, trains, coaches, counsels, and evaluates performance of direct reports.

Required Qualifications, International:

- 12+ years of Workforce Management experience - Specific to Voice Operations

- Leading a team of more than 10 people

- Great communication Skills

- Aware of all new age workforce management tools and applications

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.