Manager Workforce Management - Reporting & Analytics

Job Description

Job Summary: - Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. - Responsible for managing various administrative duties to ensure accurate reporting, reporting structures, and system access. - Teams in multiple locations incl. off-shore analysts would report to this role. Responsibilities: - Manages and maintains training plans to ensure adequate staffing resources are planned. - Participates in various clients calls to review client KPI performance. - Ensures accurate reporting to illustrate staffing versus required staffing. - Recommends staffing and scheduling modifications for KPI optimization. - Manages off-the-phone activities for agent populations. - Manages forecasting, scheduling processes, and administrative duties. Skills Requirements: - 5-8 years of experience in work force management and call/contact center. - Strong oral/written communication, presentation, Excel proficiency, mathematical, and analytical skills. - Prior supervisory experience with effective multitasking and prioritization abilities. - Working knowledge of IEX is a plus.