WFM It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business.
This is a site-specific workforce management position responsible for monitoring intra-day work volume (calls and work time).
Ensures client / customer goals are met by analyzing work volume variances to forecast and re-forecasting as necessary to adjust the staffing levels.
Allocates new staffing requirements to the business units and monitors continuously to ensure that goals are being met. Reporting to the Site-
specific Workforce Team Manager, this role will interface directly with the Workforce Scheduler to provide direction on staffing adjustments and will also interface with Team Leaders, Team Managers and Operations Managers, as appropriate.
Communicates with other functional departments when outages / equipment failures occur to ensure action plans are timely to minimize disruption to the contact centre.
Will re-direct calls / agents as required. Activities will be conducted within the framework of a Service Level Agreement between the business unit and the workforce management team.
Clear understanding of basic workforce management principles. 1 - 2 years’ experience working in a Call Center Environment.
Strong knowledge of Excel and PowerPoint.