Descripción de la Oferta

MAIN FUNCTIONS:
* Manage WFM personnel
* Administration of setup and utilization of Community WFM software and ACD reporting
* Administration of communication to and from Operations and other support departments
* Collection and analysis and reporting of historical center performance statistics
* Collection and analysis and reporting of historical agent performance statistics
* Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
* Work with Human Resources, Recruiting, and Training to coordinate the hiring and
training of new employee resources
* Work with training and operations to coordinate multi-skill training for existing agents
* Oversee communication to new hires on schedule process
* Oversee short-term workload forecasting
* Oversee scheduling philosophy of schedule assignments
* Oversee proactive scheduling of discretionary activities such as training, meetings,overtime and undertime
* Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
* Responsible for maximizing efficiency and occupancy while meeting service objectives
* Oversee analysis and reporting of employee performance including schedule adherence
* Recognizes and recommends operational and support improvements
* Perform other duties and assignments as directed

Experiencia Requerida

Educación Superior

Lenguajes