Job Description
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Responsibilities
- Understanding of key business objectives, timeframes, and requirements associated with Workforce Management
- Responsible for tracking, forecasting analyzing real time management and planning of assigned call volume, headcount requirements, shrinkage, attrition and handle time goals throughout the group sites
- Reporting of Daily program metrics on assigned projects
- Makes strategic recommendations to improve productivity while balancing service levels and costs
- Ensures that the team follows workforce procedures
- Assist in resolving serious customer complaints and escalated issues
- Participates in daily and weekly meetings that requires WFM involvement
Knowledge, Skill Set & Qualifications Required (External)
- More than 5 years Workforce Management experience with a minimum of 3 years experience as a...
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