Responsible for the development and maintenance of a comprehensive forecasting and scheduling model by using Workforce Management tools to analyze trends, prepare forecasts (Volume, AHT, and Shrinkage) , create staffing requirements, and generate work schedules for contact centers. 

Essential Duties & Responsibilities 

• Determine annual, quarterly, monthly, daily and intra-day workforce requirements by gathering and analyzing data and trends. 

• Utilize scheduling software to generate optimized schedules that balance the needs of the business with the needs of the agents. 

• Conduct workforce simulations and what if scenarios to find the best mix of creative schedules as required. 

• Process time off, shift trade requests, and shift bids. 

• Encode and maintain Workforce tool information such as Employee details, Skills, LOBs, ACD, Work patterns, etc. 

• Meet forecast accuracy and schedule efficiency targets 

• Schedule & perform coaching and training or other pre-planned activities. 

• Lead regular weekly calls with Operations and Client Solutions and exercise discretion in making staffing recommendations. 

• Regularly provide feedback to management and assists clients directly in support of ongoing & future strategic initiatives. 

• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. 

• Perform special assignments and tasks and other duties as assigned by management. 

• Work under general supervision. 

Qualifications & Requirements

Education:

• High School Diploma required.

• Bachelor’s Degree or if undergraduate, with relevant work experience preferred.

Experience:

• 1 year relevant Workforce experience required

• Prior experience with EWFM, Aspect, and IEX preferred

Knowledge, Skills, Abilities & Other Characteristics:

• General understanding of Workforce Management methodologies and practices

• Knowledge and Maintenance of database applications or Workforce Management tools.

• Ability to analyze and to interpret complex data