Found Description
Job Purpose
Responsible for resource planning and capacity management of available resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.
Key Responsibility Areas
- Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods
- Review and analyse the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required
- Devise and deliver project that benefits the campaign
- Create a yearly calendar of potential risk
- Provide optimal forecasting, scheduling and identifying new methods, strategies and opportunities
- Ensure sufficie...