Job Description
+ Lead the development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements.
+ Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business units.
+ Oversee real-time scheduling and adjustments to ensure service delivery, minimize idle time, and manage volume spikes.
+ Utilize data and insights to adjust resource allocation dynamically.
+ Drive continuous improvement initiatives to optimize workforce performance and service delivery.
+ Proactively identify inefficiencies and implement strategies to reduce costs while improving customer experience.
+ Provide high-level reporting to executive leadership, including revenue attainment, service levels, and other key performance indicators (KPIs).
+ Analyze performance data and p...
+ Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business units.
+ Oversee real-time scheduling and adjustments to ensure service delivery, minimize idle time, and manage volume spikes.
+ Utilize data and insights to adjust resource allocation dynamically.
+ Drive continuous improvement initiatives to optimize workforce performance and service delivery.
+ Proactively identify inefficiencies and implement strategies to reduce costs while improving customer experience.
+ Provide high-level reporting to executive leadership, including revenue attainment, service levels, and other key performance indicators (KPIs).
+ Analyze performance data and p...
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