Strategic Workforce Planner
1 week ago
About the Role
The Workforce Management Analyst III is a critical member of our team, responsible for developing and implementing strategic workforce plans to drive business growth and excellence. This role requires a deep understanding of contact center operations and a talent for analyzing complex data to inform forecasting and scheduling decisions.
Key Responsibilities
- Develop and maintain accurate forecasts of inbound and outbound call volumes, taking into account historical trends, business growth objectives, and seasonal fluctuations.
- Collaborate with leadership to identify opportunities for process improvement and implement changes to enhance operational efficiency and customer experience.
- Lead projects to optimize workforce management processes, leveraging data analysis and industry expertise to drive meaningful results.
- Provide timely and accurate reports to senior leadership, highlighting key performance indicators and recommending strategic actions to drive business growth.
- Develop and maintain effective relationships with call center leaders, stakeholders, and team members to ensure seamless communication and collaboration.
- Analyze and interpret complex data to identify trends, opportunities, and challenges, and develop recommendations to address them.
- Stay up-to-date with industry trends, best practices, and emerging technologies to continuously improve workforce management processes and strategies.
Requirements
- Prior workforce management experience, including forecasting, staffing, and scheduling, with a proven track record of success.
- Strong analytical and problem-solving skills, with the ability to interpret complex data and develop actionable recommendations.
- Excellent communication and interpersonal skills, with the ability to build and maintain effective relationships with diverse stakeholders.
- Proficiency in Workforce Management technology and a willingness to learn and adapt to new systems and tools.
- Bachelor's Degree in Business Administration or related field, or equivalent experience.
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