Job Description:
- Applies analytical and mathematical abilities to develop accurate forecasts of volumes, average handle times, occupancy, and other metrics as required to support advanced forecasting in a highly complex environment.
- Strong background in forecasting, statistics, people management and analytics in contact center environment
- At least 3 years' experience in Workforce Management forecasting in highly complex multi-site, multi-skill environments. Verint or any other workforce/scheduling - forecasting system, producing forecast and Headcount needs - at least 2 years
Job Responsibilities:
- Administration of WFM system(s)
- Track, analyze and report performance
- Maintain accurate and historical records
- Manage employee information changes
- Manage scheduling process(s)
- Communicate with management and operations team to ensure compliance with client and company contact standards
- Modify call routing and campaigns to ensure contacts are handled and appropriately answered
- Call out BPO's as it pertains to occupancy, Utilization, Service Level, AHT, ...
- Subject to fill-in for other departments based on business needs
- Perform other duties and assignments as directed
- Establish and maintain communication services across business units or from the project team to the organization.
- Maintain the storage and retrieval of all project communications data and business metrics.
- Review contracts, cost proposals and contract supplements.
- Establish and document business processes.
- Set up project and work breakdown structures.
- Track project budgets and expenditures, monitor transaction controls and costs against budgets.
Skills:
- Verbal and written communication skills, attention to detail, customer service and interpersonal skills. Create reports/comments on actuals to forecast and create action plans for improvement.
- Ability to work independently and manage one one's time.
- Knowledge of business and management principles involved in strategic planning, resource allocation, and production methods.
- Ability to apply accounting and mathematical principles to work as needed.
- Ability to analyze business trends and project volume and headcount needs.
- Previous experience with computer applications, such as Microsoft Word and Excel (a must - intermediate skill level); Enterprise Application experience a plus.
- Experience in Verint or any other scheduling/forecasting systems 2 years' experience minimum
Education/Experience:
- Bachelor's degree in business management, economics, finance, accounting, or relevant field required.
- 2-4 years' experience required.
The hourly range for roles of this nature are $30.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.