Key skills
ErlangCLeadershipCommunication
About this role
Role Overview
- Map client demand and internal capacity assumptions
- Calculate FTE/Hour’s requirement using techniques such as straight line & Erlang-C
- Lead capacity planning discussions
- Create & maintain Planning file
- Analyze trends periodically at the client & lob level
- Support the leadership team in achieving service level objectives
- Organize and develop workforce management manuals & documentations as needed
Requirements
- At least 5 years call center Workforce Management experience
- Expertise in various applications, such as MS Excel, PowerPoint
- Hands-on experience and familiarity with workforce management and ACD systems
- Proven analytical and problem-solving skills
- Superior verbal, written and interpersonal communication skills
- Ability to manage multiple projects simultaneously
- Strong commitment to providing an exceptional customer experience
Tech Stack
- Erlang
Benefits
- Health insurance
- Professional development
- Flexible work arrangements