YOUR IMPACT

As part of the Workforce Management team, you will be responsible for maintaining short-term and long-term forecasts; supporting multiple contact centers, internal and external, across multiple channels, analyzing the trends and revising the forecast.  This includes partnering with the WFM teams and business owners to understand drivers, outliers, marketing initiatives and incorporating finance drivers to ensure appropriate staffing levels across the network in both front-office and back-office areas.   

We have a fast paced result driven culture and we are looking for individuals who are proactive and can work with a sense of urgency. The candidate should have a sense of ownership and should be able to drive results independently while working on multiple concurrent projects.

Responsibilities

• Manage the Workforce Management (WFM) Forecasting team to provide superlative support to business operations
• Partner with business stakeholders and operation management team to proactively identify workforce management related improvement opportunities & drive relevant initiatives
• Ensure Workforce Management procedures, controls and continuous improvement plans are up to date and effective
• Responsible for developing and maintaining multi-channel capacity models to produce long term forecasts (12 mo-5 years) across all business lines, working in partnership with Finance teams, to ensure business delivers on key service level targets across functions
• Partner with business stakeholders, training and recruiting to balance staffing against requirements 
• Oversee processes regarding productive hour requirements for external business partners that align with staffing plans and ability to meet KPIs
• Partner with business stakeholders and operation management team to proactively identify workforce management related improvement opportunities and drive relevant initiatives
• Determine impact of relevant initiatives on inputs to forecasting models.

Qualifications

• Bachelor’s degree (U.S. or equivalent) or minimum of 5 years leading Workforce Management teams
• Past experience in workforce management forecasting, building and maintaining long-term capacity models, contact center operations preferred 
• Strong ability to lead and partner in cross-functional teams
• Preferred experience with predictive analytics, using SPSS, SAP, R, and/or Python
• Advanced critical thinking skills to identify factors with greatest effects on models, and anticipate emerging trends
• Demonstrated communication skills and techniques within a fast-paced corporate environment
• Ability to handle multiple projects and deadlines without sacrificing professionalism
• Ability to build and maintain relationships while leading critical business projects
• Strong judgment and comfort with ambiguity
• Strong PC skills required (Excel, PowerPoint, Word)
• Competitive and entrepreneurial spirit with the ability to work under minimal guidance 

PREFERRED QUALIFICATIONS

• 7+ years of workforce management forecasting experience
• Experience in a start-up environment
• Experience with Amazon Connect, Verint WFM, LivePerson or other WFM solutions 
• Experience developing long-term staffing forecasts multi-channel contact centers 
• Strong knowledge of data and pattern analytics