Our client is looking someone with experiences in Capacity Planning, Scheduling, RTA & Forecasting.
Call Performance Analysis and Workforce Management
Ensures established key performance indicators are met by closely monitoring call statistics.
Analyses call volume, call trends and call arrival patterns and report on any exceptional deviations.
Administration of setup and utilization of WFM software and ACD reporting.
Collection and analysis and reporting of historical centre / agent performance statistics.
Lead weekly and daily staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks.
Generate long-term and short-term forecasts.
Plan work schedules for Customer Service Departments
Plan & distribute work schedules.
Organize and manage the workload through accurate forecasts, staffing calculations, schedules, real-time monitoring and management reports.
Responsible to continually improve the forecasting and scheduling across all contact channels.
Monitors real-time queue and adherence reports to ensure service level and response time objectives are met and oversee the real-time resource escalation plans.
Development of ad-hoc workload forecasts for all operational areas in the Division to assist in developing staffing plans for projects as well as ongoing development of long term capacity plans to provide accurate workload predictions for annual budgeting and planning.
Human Resources Management
Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources.
Work with training and operations to coordinate multi-skill training for existing agents.
To be the RIGHT candidates for this role, you need to have:
Minimum 3 years’ experience with workforce management concepts, including staffing, scheduling and attendance administration; contact centre management experience strongly preferred.
Willing to work in rotating shift basis from 7am until 12am.
Advanced skills in Microsoft Excel and excellent Power Point presentation skills.
Additional advantages if candidate had verint software experiences.
Perks & Benefits
- Commission and bonus
- Allowance (travel stipends, transportation, etc.)
- Central location