Responsibilities

• Staffs the appropriate number of agents at the proper time based on recent / historical call arrival patterns.
• Addresses issues or discrepancies with the Client’s own call arrival patterns against the account’s / program’s actual arrival patterns for the site.
• Regularly monitors trends and flags any changes that may impact resource allocation.
• Recommends solutions to scheduling conflicts and / or special scheduling requests.
• Coordinates with Operation POCs for activities (i.e. phone, non-phone) that need to be scheduled.
• Gathers, compiles and processes all headcount reports, leave and schedule requests.
• Provides the program with realistic schedules based on current manpower resources and performance.

Qualifications

• Bachelor's Degree preferably with Math background
• At least one (1) year Workforce Management experience within the call center / customer service industry

Required Skills

• Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
• Prior knowledge of client specifics (i.e. nature of account, metrics) preferred.
• Working knowledge of call center operations and organization.
• Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu).
• Basic knowledge of Business Planning, Corporate Planning, and / or Manpower Scheduling preferred.

Preferred Skills

• Team player.
• Works with minimal supervision.
• Time and project management skills.
• Excellent oral and written communication skills.
• Fluency in the English language.
• Adaptive to changing work schedules and working hours.
• Customer orientation.
• Problem-Solving, Decision-Making, and Analytical skills.