Workforce Lead
3 months ago
Analyze the impact of volume, AHT and shrinkage on staffing requirement
- Maintain operational forecast and create forecast to variance analysis
- Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner
- Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on client requirement and internal capacity plan numbers
- Establish a professional and collaborative working relationship with the client
- Maintain flexibility regarding requests and actions assigned to meet the needs of the client
- responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams.
**Qualifications**:
- Must have at least 2 years experience as a Workforce Supervisor in a BPO setting
- Must have experience in forecasting, and capacity planning.
- People management experience
- Preferably with experience using NICE IEX, WFM, MS Excel, or Relevant WFM Tools.
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