Workforce Manager

Supervises scheduling analysts and/or resource management specialists. Responsible for developing staffing schedules, utilizing forecasts and other information that optimizes the fit between employee needs and call center resource requirements. Proactively adjusts staffing to meet fluctuations in call volume and resources. Creates forecast and schedules for LOBs Create lient facing email and presentation Monitors the effectiveness and efficiency of the scheduling staff in aligning company-wide processes and procedures to achieve call center goals/metrics. Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters. Recommends adjustments as necessary. Facilitates and develops the capacity-planning model. Supports forecasting and scheduling application maintenance and release management. Builds long-term staffing schedules; develops and administ Publicada el 2014-08-07 en el portal oficial de empleos de Alorica; se aplica en línea.