Collaborate with contact center leadership to develop a workforce strategy, as well as supply/demand modeling
Job Summary
Collaborate with contact center leadership to develop a workforce strategy, as well as supply/demand modeling.
Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff, based on historical and anticipated volume (short-term, medium-term and long-term strategy).
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members.
Matching Summary
Collaborate with contact center leadership to develop a workforce strategy, as well as supply/demand modeling.
Skills & Requirements
Must-have
Workforce Management application management
Call volume forecasting
Employee scheduling
Staffing level optimization
Contact center operations management
Nice-to-have
Internal consulting
Continuous improvement environment
Benchmarking state-of-the-art practices
Collaboration with leadership
Key Requirements
Bachelors Degree
2+ years experience as RTA or WFM role
Prior experience with ACD Queue Routing, Skilling, and Scheduling