Senior Specialist - Work Force Management - BPO

Roles & Responsibilities:

Partner with Site Operations, Training, Forecasting to reach SVL goals

Report, monitor, track and analyze SVL performance, including future projected performance - pull levers for SVL management & engage management, including determining overtime needs and off phone activity

Evaluate and analyze historical trends to make strategic/tactical operations plans related to staffing needs

Partner with leadership team to provide continuous improvement of department process/procedures

Monitor real-time performance statistics, adding/adjusting schedules to secure staffing requirements

Lead and participate in workforce management meetings as needed

Identify/research service level risks based on forecasts for problem resolution and management notification

Analyze interval forecasted call volume to create optimal schedules to meet interval staffing level objectives

Develop and maintain schedules for all events (adjustment, training, meetings, etc)

Answer emails from managers/leads/agents and adjust schedules as needed

Ensure the accuracy/timeliness of segment entry requests and skill changes. Schedule, communicate, and process off-phone events such as team meetings, training, etc

Develop and monitor internal control reports to identify/correct processing errors

Provide mentoring to peers/new hires

Provide process education to leadership when appropriate

Complete and communicate group allowance reviews and updates

Ability to advance to a leadership role within 12-18 months

Essential Skills Required:

Advanced knowledge of Call Center Operations and Workforce Management

Advanced knowledge of Contact/Call Center metrics

Strength in quantitative analysis, critical thinking, problem solving and innovation

Able to creatively solve problems through critical thinking

Comfortable with ever-changing business environment and changing job priorities

Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time and prioritize tasks to complete a project

Must be flexible with work schedule to accommodate business needs

Ability to adapt quickly to change - strong change management

Ability to work in a consistently fast paced environment

Excellent follow-ups skills

Must be able to work independently and in a group environment

Strong skills in Microsoft Office products (Excel, Work, PowerPoint etc)

Experience with collaboration, communication and presentation skills required

Qualifications:

2+ years or more experience in working in a large call center or similar environment

3-5 years- experience processing, forecasting, staffing and scheduling required

Basic skills with Analytical/Data Mining Systems (i.e., Tableau, SQL) preferred

Experience with collaboration, communication and presentation skills required

Basic knowledge of telephony/call routing and workforce platforms

Strong understanding of cross-LOB Workforce Management practices

General understanding of Project Management best practices

3-5 years experiencing using Aspect, eWFM, Avaya CMS or equivalent WFM Scheduling tools

College degree or similar work experience preferred