Requirements & Qualifications:
5+ years of Workforce Management experience, specific to Forecasting and Scheduling
Experience with multiple Workforce Management systems (e.g., NICE IEX, Verint, Calabrio, Aspect eWFM, etc.) and theoretical knowledge of how the software works
Experience with Workforce Management support for back office
Knowledge of Workforce Performance Analytics
Communication, partnership, and experience with educating Stakeholders on the nuances of WFM support
Experience with contact center functionality, reporting, and analytics (e.g., IVR, ACD, WFM, etc.)
Experience with Workforce Management implementations including team building, process creation, and technology implementation a plus
Excellent written and verbal communication skills with Senior Leadership
Highly collaborative and solution-focused
Advance in Microsoft Office applications
Professional approach, good judgment, creative problem-solver; possessing a personal drive and commitment to implement innovative solutions
Strong organizational, problem-solving, and analytical skills
Ability to maintain confidentiality in a variety of matters
Time management with an ability to prioritize tasks; able to multi-task and to manage priorities and workflow
Ability to accurately prepare and maintain records, files, and report
Duties & Responsibilities:
Handle & manage the day-to-day functions for Forecasting, Scheduling, and Performance Analytics as define in department and strategic business goals of the client
Establish and maintain a statistical forecast model, including forecast vs. actual trends, for workload and staffing requirements for front and back-office business lines
Effectively forecast and account for trend changes due to seasonal variations and other operational variables to stay within forecast accuracy targets
Partner with Enterprise Operations, and any other determined stakeholders monthly to ensure all variables are included in workload forecasts, staffing models, and schedule runs
Utilize performance analytics tools to identify agent and volume behaviors for future forecast and schedule scenarios and recommend action items to drive efficiencies
Enable governance and ensure compliance for best-in-class standard operating procedures (SOPs) related to forecasting, scheduling, and performance analytics for front and back-office business lines
Identify and recommend efficiency opportunities and track implemented recommendations on the WFM Efficiency model
Provide inputs for monthly and quarterly business reviews for stakeholders by collecting, analyzing, summarizing data to drive continuous improvement
Perform other duties as assigned
