Lead enterprise-level workforce and call routing strategy across a multi-site environment to optimize service delivery, service assurance, and operational performance
Job Summary
Lead enterprise-level workforce and call routing strategy across a multi-site environment to optimize service delivery, service assurance, and operational performance.
Build and maintain advanced workforce models that anticipate demand, account for seasonality, growth, and special events, and support optimization of service levels, staffing, and costs.
Partner closely with Service Delivery, Enterprise Service Assurance, Reporting, Technology, and Vendor Management teams to align strategy, improve data quality, and enhance tools and systems.
Matching Summary
Lead enterprise-level workforce and call routing strategy across a multi-site environment to optimize service delivery, service assurance, and operational performance.