Understanding of key business objectives, timeframes, and requirements associated with Workforce Management
Responsible for tracking, forecasting analyzing real time management and planning of assigned call volume, headcount requirements, shrinkage, attrition and handle time goals throughout the group sites
Reporting of Daily program metrics on assigned projects
Makes strategic recommendations to improve productivity while balancing service levels and costs
Ensures that the team follows workforce procedures
Assist in resolving serious customer complaints and escalated issues
Participates in daily and weekly meetings that requires WFM involvement
Knowledge, Skill Set & Qualifications Required (External)
More than 5 years Workforce Management experience with a minimum of 3 years experience as a...