workforce ManagerFair Trade Outsourcing

SUMMARY: Workforce Managementis responsible for managing and ensuring that the service level agreements for various programs are met. SUMMARY: Workforce Management is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities: responsible for managing volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives RESPONSIBILITIES AND DUTIES: Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives. Monitors site to ensure optimal staffing levels. Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting design volumes, design SLAs, and required staffing levels using current trends and historical data. Administers volume contingency action plans as deemed necessary and appropriate. Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. Facilitates real-time discussions with necessary stakeholders. Scheduling and attendance trackingmanagement that is managed by the Real Time Analyst Assess, simulate and act upon the impact and effect of forecasted volume, planned AHT, planned shrinkage, proposed staffing and other drivers to service level. Ensures that all reports originating from the department are accurate and reliable. Helps with the integration and implementation of new call center schedule technologies. Administer shift bids across multiple sites and clients/lines of business Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. QUALIFICATIONS: Bachelor's Degree holder Ability to work independently, multi-task and meet deadlines Analytical interpretation of data Proficiency in Microsoft Excel Must be able to work with all levels of the organization in capturing, managing and communicating metrics Excellent written and verbal communication skills Workforce Management experience is a plus
Monster

Western Visayas
Permanent
Full-time