Key Responsibilities:
- Provides analysis of talent and staffing needs based on strategic planning at the enterprise level.
- Decisions are typically are related to schedule, plans and daily operations.
- Performs escalated or more complex work of a similar nature, and supervises a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates.
- Ensures consistency in execution across team.
- Holds team members accountable for following established policies.
Job Qualifications:
- Bachelor’s degree (BA or BSc– Business Administration or Computer Science) from a recognized tertiary institution.
- Minimum of 2 years experience in a similar position (with demonstrated track record).
- In depth knowledge of all phases of Workforce Management, including planning, forecasting, scheduling and real time intra-day functions.
- Strong knowledge of call center principles and performance metrics/reporting.
- Demonstrated proficiency in Microsoft Office applications.
- Knowledge of risk analysis and use of analytical techniques. Knowledge of Avaya, CMS, and IEX systems would be an asset.
- Verint experience is a plus