Key skills
Critical Thinking
About this role
Role Overview
- Develop and provide accurate forecasts for assigned contact centers within the organization.
- Generate daily-level forecasts for operational metrics such as Volume, Average Handle Time (AHT).
- Create staffing requirements weekly, daily, and interval level.
- Collect, maintain, and analyze data to support and enhance forecasting models.
- Collaborate with multiple internal teams to assist in planning and executing targeted hiring strategies across various sites.
- Monitor key performance indicators (KPIs) and provide timely insights to enhance operational efficiency.
Requirements
- Minimum 3 years of Workforce Management experience
- Knowledge & experience with a WFO software (ex: Verint and Genesys)
- Intermediate level knowledge of Microsoft products such as OneDrive, Excel and PowerPoint
- Demonstrated ability to articulate ideas effectively in both written and oral forms
- Strong analysis, critical thinking, and analytical problem-solving skills
- Ability to handle multiple tasks and deadlines with attention to detail
Benefits
- Medical, dental and vision benefits
- 401(k) retirement savings plan
- Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
- Short-term and long-term disability
- Life insurance and many other opportunities