Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
Monitors site to ensure optimal staffing levels.
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Administers volume contingency action plans as deemed necessary and appropriate.
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
Facilitates real-time discussions with necessary stakeholders.
Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
Ensures that all reports originating from the department are accurate and reliable.
Helps with the integration and implementation of new call center technologies.
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
Performs other duties assigned.
Requirements:
Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, any field.
At least 2 year(s) of working experience in the related field is required for this position.
Preferably 1-4 Yrs Experienced with Workforce Management.
Strong organizational skills
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
Ability to communicate call center data/ forecasts
Ability to work independently with minimal supervision
Capability of problem solving
Job details are sourced from the employer's original posting.
