Workforce Management Manager - Capacity Planning

Job Summary:

Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position is also 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 that adequate staffing resources are planned for to handle forecasted call volume.

Participates in various clients calls to review client KPI performance.

Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met.

Ensures staffing and scheduling modifications are recommended to the operation team and are executed on a intraday, daily, weekly and monthly basis to ensure KPI are met.

Ensures various off-the-phone activities for the agent populations are scheduled in such a manner as to not impact KPI performance.

Manages various forecasting and scheduling processes including vacation day approvals, schedule change approvals, and loading new hire schedules.

Manages various administrative processes including ID administration.

Performs other duties as assigned.

Skills Requirements:

5-8 years of experience

Prior work force management experience including forecasting, staffing, and scheduling,

Prior call / contact center experience, 3 year minimum required

Strong and effective oral / written communication skills

Prior supervisory experience including a team of 5or more direct reports

Excellent presentation skills

High level of proficiency with Excel

Strong mathematical skills

Strong analytical skills

Ability to multi-task

Ability to prioritize and delegate deliverables

Ability to maintain confidential information

Working knowledge of IEX a plus.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.