Job Details:
Summary:
Responsible for forecasting at a strategic and short trem level in a multi-site environment to ensure an efficient workload and workforce balance while supporting the organizations’ vision, mission and customer access strategies.
Ensure the Workforce Management (WFM) Platform utilized for forecasting is maintained to support the overall forecast and business direction.
Forecasts for client level strategies
Provide projections for RFPs and budget requirements
Provide requirements for shift bids, holidays and other ad hoc requests.
Provide hiring projection and guidance.
Consistent exercise of independent judgment and discretion in matters of significance.
Other Duties And Responsibilities As AssignedRequired Qualifications
Previous call center forecasting experience at a strategic level
Preferred Qualifications
Proficiency in WFM Platforms (IEX, eWFM, etc.) Profiency in call routing (Avaya, ICM, Genesys, etc.)Preferred Qualifications:
*.+ years experience scheduling, forecasting or workload capacity analysis to include intermediate utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems. Previous PBM experience preferred, but not required.Education:
Bachelor's Degree Or Equivalent Experience..
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