RESPONSIBILITIES: 

• Ability to drive value generation through detailed estimating, accurate forecasting, and cost projection. Responsibilities include assisting the Head of Workforce Management in estimating, analyzing, and forecasting costs throughout the life cycle of the turnaround, and taking independent and appropriate action to resolve cost discrepancies and issues.

• Oversee the performance analysis of contact center data to provide insight into contact reasons for calls, chat, email, social media, etc. agent performance, forecast variances, KPI variances, cost per order, cost per incident, and other data relative to contact center performance.

• Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy-to-understand actionable recommendations through a consulting mindset.

• Eng...