Job Summary
This position will be responsible for overseeing the workforce planning activities for an assigned call center operation. The objective of this position is to ensure the weekly delivery of schedules to each employee and optimize service and quality levels if the plan is followed.
Key Tasks and Responsibilities
· Analyze daily, weekly, and intraday call volume patterns.
· Identify call volume trends and averages on a monthly, quarterly, and seasonal basis.
· Management and approval of vacation leaves
· Scheduling of client mandated training and completion monitoring
· Ensure work schedules are generated (using the workforce management tool) on a regular basis to maximize efficiency of resources
· Facilitation of net staffing meeting to present expected KPI performance (if schedules are followed) to stakeholders
· Collaborate with other departments, call center staff, and customers to identify opportunities for improvement of resource utilization
· Conduct training for call center supervisors and staff on the scheduling process and the importance of schedule adherence
· Oversee daily schedule conflicts and assist with problems on a team environment
· New hire tool provisioning and deactivation
· Creation of ad hoc reports (as necessary)
Requirements
Skills / Attributes Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Technical:
· Computer literate with and an Excel proficiency of 8/10
· Solid knowledge of Workforce Management fundamentals
· Effective communication skills
Behavioral:
· Analytical
· Team Player
Qualifications [EDUCATION and/or EXPERIENCE]
· College degree or equivalent
· 2 years’ Workforce Management experience
· Have a proven track record demonstrating the skills and qualities outlined in this document.
Languages
Good command of written and spoken English (Speech, Written, Reading, Comprehension
Other Duties:
The Job holder may be required to undertake other duties according to the needs of the organization. This job description is not intended to be an exhaustive list of activities, but rather an outline of the main areas of responsibility. Any reasonable changes will be discussed and agreed with before any variations to the job description are made.
Benefits
Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.