DUTIES AND RESPONSIBILITIES

Information Management: Acquires an in-depth understanding of the client's business model, policies, and procedures in relation to Enshored. Collaborates with senior leadership to implement operations-wide strategic priorities and program initiatives aimed at achieving excellence in service delivery.
Planning/Forecasting: Analyze workforce trends and projections to develop plans aligning with business goals and strategies. Forecast staffing headcounts long-term and monitor customer contact center operations, including the development, monitoring, and analysis of key performance indicators.
Scheduling: Create optimal Schedules based on trends
Liaise with Other Departments/Units: Coordinates with HR Recruitment and Training for new hire classes. Collaborates with business line leaders and executives to optimize business planning and analytics. Builds strong relationships with site operations teams to ensure proper execution of the capacity plan and provide general education.
Quality Management: Develop a strategic workforce management approach integrating insights from workforce analytics, human capital best practices, and business strategy. Undertakes additional duties as assigned to support divisional/departmental goals or for personal and professional training, education, or development as directed by superiors

MINIMUM REQUIREMENTS AND QUALIFICATIONS

Education/Experience:

Bachelor’s degree (no specification)Advanced knowledge in planning and scheduling methodology &
procedures
1 to 2 years of capacity planning experience in a call center environment.
Extensive Workforce Management experience
Broad knowledge of contact center & customer service operations

Knowledge/Skills/Abilities:

Proficiency in the use of workforce management software (preferably RightForce, Aspect eWorkforce, Management, and IEX) and telecommunication systems (Lucent CMS reporting, Lucent ACD system, call master, Automatic call recording and monitoring system)
Basic concept of queuing and traffic management using Erlang theory
Solid knowledge of call center metrics and WFM policies and procedures
Excellent verbal and written English communication skills.
Displays strong leadership potential.
Excellent analytical & quantitative skills
Demonstrated ability to work under pressure and produce.
Highly skillful in using all Microsoft Office products.
Possesses strong interpersonal & customer service skills.
Ability to multitask, adapt to change, and achieve results with accuracy and precision.
Requires time management and organizational skills.
Computer proficient and technology savvy

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