JOB SUMMARY: Daily oversight and management of the Workforce Management Team. Administration and set up of WFM software and ACD reporting administration of communications to and from Call Center Leadership. Management of data collection, reporting and analysis of Call Center performance and statistics. Management of workforce planning and scheduling to include future forecasting of call volumes to ensure proper staffing levels across multiple lines of business and in a blended call center setting. Oversees short-term workload forecasting and scheduling of discretionary activities. Directs intraday manage of scheduling procedures, analysis of real time workload requirements and call routing to manage performance to service level requirements. Responsible for maximizing efficiency and occupancy while meeting service level objectives. Recognizes and recommends operational and support improvements.

MINIMUM QUALIFICATIONS:

• Education/Specialized Training/Licensure: High school diploma or GED required. Bachelors degree preferred.
• Work Experience (Years and Area): 5 years related experience in call center operations/workforce management Management Experience (Years and Area):
• 5 or more years in call center manager operations and/or workforce planning
• Equipment Operated: PC

SPECIAL REQUIREMENTS:(Check Applicable Areas)

• Communication Skills: Writing /Composing (Correspondence / Reports )
• Other Skills: Analytical ; Medical Terms ; Typing wpm 40 ; P.C. MS Word MS Excel (helpful)
• Advance Training Specialty: Workforce Management operating systems to include Crystal Report writing/editing
• Work Schedule: Flexible
• Other Requirements: Ability to run forecasting models for staffing purposes, making recommendations for staffing based on statistical data, and workforce management background; to include knowledge of occupancy, utilization and shrinkage. Familiarity with Verint or IEX or similar software required.

RESPONSIBLE TO: Director

EMPLOYEES SUPERVISED: Clerical; Technical/Professional (NE)