Qualifications:

• Minimum of 5 years of experience in Workforce Management.
• 2 years in capacity planning, forecasting, budgeting & scheduling preferably in a call center environment.
• Strong business, operational and procedural knowledge of a call center.
• Technical understanding of telecom hardware (e.g., PBX, ACD, IVR).
• Understanding of call center planning and routing software and programming requirements (e.g., CMS modifications, vector scripting,).
• Knowledge of Human Resource policies and procedures.

Responsibilities: 

• Responsible for forecasting the call center staffing variables (i.e. call volume, average handle time, off-phone activities, overflow, etc.) and working with the leadership team to validate the planning assumptions and volume forecast
• Formulate recommendations based upon analysis, data, and input from users and departmental management
  Maintaining a close working relationship with all departmental leadership in developing staffing strategies
• Advise Site Directors, Business Managers, and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload between departments and sites on a regular as well as ad hoc basis, acting as an advocate for the caller
• Partner with Site Director regarding forecasting/planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets.
• Partner with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis of reports (e.g. consolidate queues, change phone hours).
• Analyze, develop action plans and resolve service delivery and/or service level issues.
• Review Key Performance Metrics and subsequent drivers, implementing actions for improvement
• Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary.
• Collaborate with supervisors to identify and track both planned and unplanned absences.
• Review forecasts on an intra – daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions.
• Identify call volume trends and averages on a monthly and quarterly/seasonal (when necessary) basis.
• Establish and maintain communication channels regarding events that impact call and claim volumes.