Lead a team of workforce analysts and planners, providing guidance, coaching, and training to ensure effective workforce management practices.
Collaborate with contact center managers, operations teams, and other stakeholders to understand business goals and develop workforce strategies that align with those goals.
Forecast customer demand, call volumes, or operational needs based on historical data and trends.
Create and manage employee schedules to ensure appropriate coverage during peak and non-peak times while considering employee preferences, labor laws, and business requirements.
Monitor real-time call volumes, agent availability, and other operational metrics to make immediate adjustments to schedules and resources as needed.
Analyze key performance indicators (KPIs) such as service levels, response times, and efficiency metrics to identify areas for improvement and optimization.
Utilize data and analytics tools to make informed decisions related to staffing, scheduling, and resource allocation.
Develop and maintain reports and dashboards to track workforce performance and communicate insights to stakeholders.
Implement and enforce adherence to schedules and policies, addressing any deviations or performance issues.
Identify opportunities for process improvement and automation to enhance efficiency and accuracy in workforce management processes.
Stay updated on industry trends, best practices, and technology advancements in workforce management.
Collaborate with IT and software vendors to ensure the effective use of workforce management tools and software.
Manage and maintain accurate records of workforce-related data, including schedules, employee profiles, and performance metrics.
Qualifications:
Bachelor's degree in Business, Management, Operations, or a related field (or equivalent work experience).
2 years of experience in workforce management, including experience in forecasting, scheduling, and real-time monitoring.
Strong analytical skills with the ability to interpret data, trends, and metrics.
Proficiency in workforce management software and tools.
Excellent communication and interpersonal skills.
Leadership and team management experience.
Detail-oriented with the ability to handle complex scheduling scenarios.
Strong problem-solving skills and the ability to make decisions under pressure.
Knowledge of labor laws and regulations related to workforce scheduling and management.
Ability to adapt to changing priorities and a fast-paced environment.
