Job Description
It’s fun to work in a company where people truly BELIEVE in what they are doing!
We’re committed to bringing passion and customer focus to the business.

SKILLS & QUALIFICATIONS:

• At least 1 year of experience in the call center industry
• Must have a background in Workforce Management and have served at least 6 months in the same function or one year of R Proven analytical skills .
• Must be an active employee
• Proven analytical skills.
• Project-based knowledge of metrics or key measures for success.
• Bachelor’s degree or at least enrolled in one
• Operational knowledge in computer software such as Microsoft Office, particularly Excel, Word and PowerPoint. Knowledge in Google Spreadsheets and other related tools is a plus.
• Operational knowledge in multiple WFM Solutions and applications - IEX is preferential.
• Must be flexible and ensures to meet the current and future demands of the business and team that is being supported.

INTERNAL ELIGIBILITY REQUIREMENTS:

No active PIP within the last 6 months

• Good Attendance Record, 85% or higher for the last 90 days
• QA Scores, 85% or higher average for the last 90 days
• LOB KPIs at or above goal for the last 90 days
• Must currently be in a WFM RTA role in good standing

• Create short term to long range forecasts involving HC requirements, AHT Trends, shrinkage inputs, occupancy, and others
• Track and report forecasted vs actual production volume trends by LOB, campaign and site.
• Perform root cause analysis to identify the reasoning for poor service levels and create recommendation for turnaround at the soonest possible time.
• Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update scheduling database and generate attendance reports.
• Generate schedules, determine the appropriate shift types and the number of shifts required to meet service levels by line of business (LOB) and at the campaign level.
• Routinely clean up headcount roster and other related credentials in IEX.
• Conduct regular and impromptu meetings with other departmental partners to go through staffing models, recommended actions and call out any potential risks to service level objectives and Bill to Pay together with the action plans to course correct at the soonest possible time.