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Job Description
- Coordinate all aspects of workforce planning and scheduling for assigned region.
- Serve as a liaison between Site Management and Workforce Planning Department for all forecasting and scheduling requests to ensure client service level agreements are being met.
- Ensure effective utilization rate of site facilities and assets and communicate site capacity status to site director.
- Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
- Consult with local managers, project managers and other key players to define scheduling/forecasting requirements to meet call center metrics and communicate workforce scheduling and intra-day operations objectives.
- Implement and maintain intra-day workforce team responsible to assist service delivery achieves desired performance metrics.
- Create process documentation necessary to successfully monitor daily operations and keep service delivery informed of appropriate action steps.
- Create procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps.
- Act as a resource to provide best practices to assist management in scheduling and workforce planning.
- Coordinate automation and operational changes that increase revenue and gross margin, reduce labor costs, add value for customer, and increase overall quality of service delivery.
- Analyze sites scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation.
- Compile and interpret statistical information to calculate and project staffing requirements of department.
- Prepare charts, diagrams, and other reports to assist in scheduling and/or forecasting as needed.
- Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting.
- Perform a monthly site capacity count to determine actual facility usage.
- Prepare bi-weekly capacity reports detailing facility usage and open seat capacity.
- Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.
Job Requirements
- 3 years of experience in Work Force Management is a must.
- Previous Experience in a managerial role related to WFM is preferred .
- Excellent command of English Language is a must.
- Excellent command of any additional foreign language is an asset.
- NO previous PSP or warning for the last 3 months.
- Skill in providing an exceptional customer experience.
- Skill in verbal and written communication to analyze, interpret and address customer needs.
- Knowledge of contact services industry and best practices, plus knowledge of metrics and scheduling.
- Knowledge of PC applications, including database software, spreadsheets, and workforce management software; ACD and telecom knowledge helpful.
- Ability to interact effectively with all levels of management and customers.
- Ability to work with minimal guidance or supervision in a time critical environment.
- Ability to be flexible and quickly adapt to changing business needs and processes.
- Ability to motivate and mentor team, presenting new opportunities and challenges for additional development.
