The successful candidate will oversee a team of analysts that are responsible for all facets of workforce planning and intraday management. This individual will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results.
The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.