This is a site workforce management position responsible for creating schedules to support the forecasted volumes and for monitoring intra-day work volume (calls and work time). Ensures client/customer goals are met by analyzing work volume variances to forecast and adjust the staffing levels. Allocates new staffing requirements to the business units and monitors continuously to ensure that goals are being met.
Reporting to the Central Workforce Manager and UK Site Director , this role will interface directly with the Central Forecasting and Planning Analyst to provide direction on staffing adjustments. Will also interface with Team Leaders, Team Managers and Operations Managers, as appropriate. Communicates with other functional departments when outages/equipment failures occur to ensure action plans are timely to minimize disruption to the contact center. Will re-direct calls/agents as required.
Activities will be conducted within the framework of a Service Level Agreement between the business unit and the workforce management team. Schedule efficiency measurements will be used for analysis and continuous improvement.
Self-directed in order to achieve independent goals and objectives
Create and generate detailed schedules based on forecasted staffing requirements
Analyze work volume variances to the forecast and adjust staffing levels accordingly
Plan and schedule coaching sessions, meetings, training and any special events based on business requirements
Monitors contact volume as compared to forecast
Monitors call routing and flow real time
Analyze real time impacts related to staffing
Conducts real-time analysis of all metrics for multiple Lines of Business – Forecast Variances, Service
Level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.
Approves all real-time offline activities (training, meetings, coaching, etc…)
Identifies course of action or makes recommendations relating to staffing deviations (Extended
Hours/VTO, Schedule Adjustments, Skill Switches/Leveraging)
Monitors intra-day call and work volume as compared to forecast
Monitors real time activities related to staffing
Trouble-shoots real-time technology issues
Reporting (Staffing Amendments, Scorecard Stats, Daily UABS/Shrinkage numbers, Over/under updates, etc…)
Monitors agent adherence/compliance to schedule and escalates to Team leader for investigation.
Executes and manages bidding process and vacation planner
Ensure all required data is tracked and trended on a continuous basis
Re-allocates changes in staffing levels within business unit
Makes recommendations and routing changes based on observations
Interface with business unit management as needed for escalation of service-impacting issues
Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)
Analyzes schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
2 years Workforce Management experience