Found Description
Job Description:
- Develop and maintain accurate workforce forecasts based on call volume projections, historical data, and business requirements
- Create and manage agent schedules that balance service level targets with operational efficiency and employee satisfaction
- Monitor and analyze real-time adherence metrics, identifying gaps and implementing corrective actions
- Collaborate with operations management to assess staffing requirements and recruitment needs
- Utilize WFM tools and systems to track productivity, capacity planning, and performance indicators
- Provide training and coaching to junior workforce planning staff on forecasting methodologies and scheduling best practices
- Conduct regular performance reviews and provide feedback to support team development
- Lead process improvement initiatives to optimize scheduling efficiency and reduce operational costs
- Communicate scheduling requirements...