Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts.
Identification and implementation of new technology for planning, including the use, development or procurement of effective workforce management software (WFM) and or other in-house systems/Excel.
Forecasting volumes calls/inventories and capacity planning to support the scheduling and optimizing of customer service representatives for a major call center with 100+ agents that handles 50000 calls per month.
Analyzing historical performance data to identify trends (associate behavior, call volume, activities, etc.)
Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs
Performing real time monitoring of the call representatives on call status and assisting reps with questions.
Assisting management with floorplan creation as well as determining desk moves on a regular basis.
Required Skills:
10+ years of experience in inventory management for back office and call center process.
Should have experience in forecasting and planning for health care process.
Strong experience in effective resource planning, Good knowledge of work force management tools. An in-depth understanding of manual forecasting methods and formulas.
Strong communication, collaboration and influencing skills to work with clients and senior leadership.
Previous examples of where you have managed projects end to end. The ability explain complex information in an easy to understand manner and generate “buy-in” from key stakeholders to further your department.
3+ years of experience in a scheduling and forecasting role where you utilized workforce management principles, tools and reports to identify call center drivers and translate them into capacity/planning forecasts.
3+ years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecard/dashboards
3+ years of experience using MS Excel that includes updating and creating spreadsheets, formulas, tables, formatting, advanced charting, graphics and pivot tables.