Workforce Management Lead

Expert level understanding of Workforce management principles and Tools

• Experience with Workforce management Tools
• Hands on experience with VBA, SQL, Power BI, Advanced Excel, Power Query, Power Pivot and Power Automate
• Experience working with : FTE based workforce models, Outcomes based workforce models with a proven record of managing forecasting for large scale projects
• Ability to think both creatively and critically willing to think outside the box and challenge the status quo, while also fairly evaluating all possible solutions in making strategic decisions.
• Ability to effectively partner with stakeholders
• Study Historical trends, business changes, promotions and market changes
• Oversees and maintains the Workforce Management (WFM) Platform / System
• Identifies real time call volume interruptions and system outages that impact contact center performance.
• Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
• Report on forecast accuracies and Identifies risks, reports finding to various stakeholders
• People Management
• Employee Engagement
• Performance & Discipline Management