Responsibilities:
• Use forecasted interval staff requirements to generate optimized schedules for the supported Product Group
• Address understaffing and overstaffing with operations to minimize headcount requirements
• Interact with operations team and Product Group team managers for inputs to schedules. This may be across multiple sites
• Post-mortem service level analysis on an intra-day and daily basis (with RTAA)
• Identify out-of-bounds service level thresholds by unit and make recommendations with RTAA
• Employee Information maintenance
• Schedule planned off phone activities such as training & meetings
• Produce ad-hoc eWFM reports to management team as requested
• Train RTA Analysts & Engineers on eWFM application as needed
• Work with eWFM administrators and RTA Analysts to ensure proper workforce management principles and procedures are being followed
• Work as a backup to other Global Schedulers during their absence
• Provide the degree of schedule efficiency assigned to the Global Forecast and Scheduling Group
• Work with Product Team Managers to ensure effective work handoffs between groups
• Communicate with Operations Managers and RTAA staff on a recurring basis to ensure all forecasting inputs or changes are understood.
• Working closely with forecasters to calculate the Overtime requirement (if there is a need).
• Working closely with forecasters to calculate HC requirements for a program.
• Provide stewardship reports as required
• Deliver training to RTAA staff or trainers
• Working closely with RTA Team to ensure maximum adherence of the schedules on the floor.
Required Tools
• MUSE
• TCS (all modules)
• Avaya CMS
• MS Office applications-Excel/ Word/ PPT
Competencies and Qualifications
• Basic Workforce Management skills
• Thorough knowledge of Call Center Metrics and their impact of daily operations
• Ability to work both independently as a contributor
• Ability to work collaboratively as a member of the Global Forecast and Schedule Team
• Knowledge and experience using the TCS or other similar workforce management application
• Strong working knowledge of MS Office applications (Excel/ Word/ PPT) required to provide performance results and analysis
• Demonstrated effective communications skills
• Demonstrated effective interpersonal skills
• Organization and attention to detail
• Ability to work in diverse, cross cultural, or global teams
• Ability to analyze data to identify trends and anomalies
• Some travel, both domestic and international, may be required
• Work hours need to be flexible to accommodate support in different time zones
• Must be able to communicate in English
年龄: 42
