Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.
Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions