Real-Time operational status / performance for all Qualfon Sites
Reviews client’s half –hour staffing report
Ensures optimal staffing is in place to meet the client service level agreements on real-time
Conducts and monitors staffing with all the centers randomly
Ensures the availability of 14 day rolling schedules.
Reviews the work pattern assignment
Works with the client business owners, operations managers and workforce analysts globally in establishing the 2 week rolling schedules
Simulates the hours generated with the given schedules and totals hours loss
Prepares shift distribution that would be best fitted for the center affected
Works with the analysts in staffing analysis based on actual half-hour interval headcount versus the hours generated from the Avaya CMS
Prepares bi-weekly capacity reports detailing seat capacity
Collaborates with internal web developers to build workforce management tool enhancements and projects
Interprets and tabulates statistical information from the client to project staffing requirements

Bachelor's Degree in either Statistics, Mathematics or Engineering
4 to 5 years related work experience in the Call Center industry or related field, with at least 2 years experience in a supervisory capacity
Queuing Theory Knowledge
Project Management Ability to design, implement, and manage projects and direct related resources, personnel and activities to successful completion
Workforce Management Ability to plan, lead, organize, and control the various Workforce processes such as staffing, projections, scheduling
Establishing / Maintaining Performance Standards Ability to establish and maintain performance standards by setting objectives, measuring performance
Information Technology Ability to understand and apply IT processes and tools used to develop systems supporting the effective flow and use of information
Communication Knowledge and skill to transmit and receive information to/from individuals or groups through various channels

Manager, Workforce Management

Key skills