Responsible for analyzing operational performance in the call centers utilizing workforce management models and systems to ensure optimum statistically valid forecast modeling and staffing operational implementations. Contribute to consistently achieving service level goals by efficient headcount management and appropriate staffing capacity for scheduling. Administer workforce management system including, but not limited to, assuring data integrity, updating the data bases supported.
Summary of Responsibilities:
Deliver proactive gathering, development, and analysis of operational forecasts to produce effective schedules for staffing internal and external employees.
Analysis of inputs and recommendation of trends or variances to plan to ensure accurate planning of all input variables affecting the forecast and staff planning.
Drive Seasonal, holiday, and pattern staffing accuracy.
Analysis and support of change management and projects in a timely and accurate manner.
Analysis and recommendations for staffing group effectiveness that drive efficiency balance with quality.
Support accurate outsourcing and site allocations to support outsource vendor and lock commitments in a timely and accurate manner.
Drive model improvements to maximize statistical confidence and operational accuracy; Support flexibility and effectiveness of supporting models.
Maintain forecasting focus, staff groupings and skilling information to effectively support scheduling and WFM processes.
Maintain data integrity to assure input/output accuracy in various databases included but not limited to: WFM and ACD Systems.
Provide business analytics and data gathering to support detailed modeling of staff planning and metrics for statistical confidence in projections.
Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.
Interface with call center leaders to understand the fast-changing business needs and planning risk effectively to ensure effective capacity to demands.
Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
Update workforce management and other data requirements as needed.
2-3 years of workforce management experience
3+ years of call center experience
3+ experience working workforce management systems such as eWFM, IEX
Ability to work in oracle, SQL, and other data management protocols.
Strong analytical and organization skills, including trend analysis.
Ability to plan, prioritize and organize effectively / detail oriented.
Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
Strong Expertise in EXCEL with statistical modeling experience
Proficient in Microsoft Office, as well as other related applications.
Demonstrate flexibility to adapt quickly to departmental changes and conditions.
Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
Ability to work in a team-oriented environment focused on cross training and sharing workload responsibilities
Ability to work weekends as needed during peak season and special projects
Cross Country Home Services, Inc.