Senior Manager - WFM

Job Requirements :

• Manages a team of Traffic Analyst and Scheduling Analyst, across all programs and potentially across multiple sites
• Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections
• Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency
• Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and / or historical information
• Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
• Prepare and disseminate timely and accurate reports to operations management and clients
• Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time
• Manage all client specific responsibilities

Qualifications :

Skills Required

Workforce Management, traffic analysis, Scheduling, Staffing Strategies