Job Description
About the Role
This senior individual contributor role owns forecasting, scheduling, quality assurance, and performance analytics for multiple lines of business. You'll be the subject matter expert on workforce tools like Verint and Amazon Connect Scheduler, guiding decisions that improve efficiency, service quality, and customer satisfaction.
Key Responsibilities
Workforce Planning & Strategy
Develop and manage forecasting models aligned with business trends and seasonality.
Optimize scheduling logic and shift strategies using workforce tools.
Lead capacity planning, scenario modeling, and headcount alignment.
Continuously improve forecasting accuracy and utilization.
Quality Assurance
Create and refine QA processes, scoring guidelines, and calibration standards.
Analyze quality metrics, identify root causes, and drive improvement initiatives.
Partner with training and operations to improve agent performance.
Reporting & Analytics
Build dashboard...
This senior individual contributor role owns forecasting, scheduling, quality assurance, and performance analytics for multiple lines of business. You'll be the subject matter expert on workforce tools like Verint and Amazon Connect Scheduler, guiding decisions that improve efficiency, service quality, and customer satisfaction.
Key Responsibilities
Workforce Planning & Strategy
Develop and manage forecasting models aligned with business trends and seasonality.
Optimize scheduling logic and shift strategies using workforce tools.
Lead capacity planning, scenario modeling, and headcount alignment.
Continuously improve forecasting accuracy and utilization.
Quality Assurance
Create and refine QA processes, scoring guidelines, and calibration standards.
Analyze quality metrics, identify root causes, and drive improvement initiatives.
Partner with training and operations to improve agent performance.
Reporting & Analytics
Build dashboard...
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