This specialist role will be responsible for maximizing the effectiveness of scheduling, systems, performance metrics, data analysis, reporting and overall operational functions for internal and outsourced operations across the various locations.
REQUIREMENTS:
JOB OBJECTIVES INCLUDE BUT ARE NOT LIMITED TO
- To liaise with all role-players regarding resource requirements in Call Centers and service level targets that need to be achieved.
- To forecast call volume accurately and plan staffing optimally for all contact channels and all services, internally and including our outsource contact centers.
- To monitor and conduct trend analysis associated with call loads and agent productivity.
- To input and maintain resource management changes into the Workforce Management system
- To provide consultation on all workforce management tools and system functionality
- To evaluate workforce management practices ensuring resource optimization
- To provide accurate reports relating to workforce management and management information systems
- To produce regular workforce management reports to Customer Care and Retention Management to show the achieved levels of accuracy and provide an analysis of the contributory factors
