Role & Responsibilities
- Responsible for managing staffing models and scheduling processes.
- Responsible for recommending scheduling movements for optimal staffing.
- Responsible for maintaining the staff plans with capacity and working assumptions approved by operations.
- Responsible for recommending new hire classes based on the need.
- Create agent schedules, IDPs and make necessary adjustments as necessary depending on the need.
- Manage the scheduling process of the program. Maintain schedules with optimized & pre-plotted breaks and offline activities.
- Manage employee information changes inside the Workforce Management System.
- Communicate effectively with internal and external customers.
- Responsible for balancing staffing requirements with operational efficiencies and financial goals.
- Plot mid-term to long term staffing plan including recommendation of new hire classes based on future need.
- Review Volume, AHT, Shrinkage and Occupancy assumptions vs. Actuals to be incorporated in the staff plan and discuss with internal and external clients.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other and Strategy/Planning
Industries
Telecommunications and Hospitals and Health Care
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