Workforce Management Team Leader

The Workforce Management Forecaster is responsible for managing capacity planning and forecasting for assigned clients. They will analyze contact volumes, AHT, impact events, occupancy, and contact center staffing activities to provide management information and make recommendations for staffing needs to support our client activities.

Key Responsibilities

The role will build a working relationship with the client and management team

make recommendations based on business forecasts and actual activities.

• They will drive the process that analyzes historical staffing trends and generate workforce projections and hiring plans for our contact center operations.
• This position will be responsible for the development of long-term capacity plans and will provide accurate workload predictions budgeting and planning.
• They will identify areas of opportunity and implement innovative forecasting planning solutions to maximize efficien...