Analyze and report historical data and trends and develop forecast models.
Analyze absenteeism and Shrinkage Trends to apply for future functions.
Generate long-term and short-term forecasts. Creating yearly, 30-90 day forecast to project staffing needs for clients. Makes judgements on formula’s and formulates recommendations on policies, procedures, or practices.
Supervise scheduling process. Review weekly scheduling releases and assist schedulers as needed. Responsible for reviewing performance for Schedulers for feedback and development.
Site Capacity Planning.
3 - 5 years' experience working in a Call Center Environment; 2-3 years background (External) in Workforce Management (forecasting or scheduling). Demonstrated high degree of business coping ability.
Flexibility with work schedule
College diploma or equivalent; Knowledge of MS Office and spreadsheet; Excellent Knowledge of advanced scheduling practices. Extensive knowledge of NICE IEX, AWS Connect and other WFM products. Excellent Technical Expertise and Problem-Solving Skill