Posted:3 days ago|
Platform:
Work from Office
Full Time
• Analyze staffing/volume trends and operational performance dashboards.
• Develop short, medium and long term staffing plans for assigned business in an
accurate and timely manner.
• Collaborate with various business units, quality and training to schedule the
necessary training, and associate coaching to ensure the companys commitment
towards quality.
• Prepare financial forecasts based on inputs from various sources and historical
trends.
• Create and maintain financial reports for business stakeholders.
• Review the current processes of scheduling and staffing and uncover the potential
opportunities of improved efficiency.
• Consult with operations to develop staffing requirements by setting thresholds for
overhead, time-off, overtime, and absences.
• Identify schedule/plan changes in relevant databases and escalate issues as
appropriate.
• Prepare reports for hiring needs, training and staffing analysis for business reviews
and stakeholders.
Key skills & knowledge:
• Maintain various WFM tools and set ups e.g. IEX etc.
• Collaborate with other WFM departments like real time and scheduling to
constantly review and improve the health of business and increase profitability.
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