Consult with local managers, project managers and other key players to define scheduling/forecasting requirements to meet call center metrics and communicate workforce scheduling and intra-day operations objectives.
· Implement and maintain an intra-day workforce team responsible for daily hourly service delivery.
· Create and implement daily reporting procedure to review status of hourly service for site management
· Create procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps.
· Ensure department standards are met by hiring and managing the appropriate staff.
· Act as a resource to provide best practices to assist management in scheduling and workforce planning.
· Coordinate automation and operational changes that increase revenue and gross margin, reduce labor costs, add value for customer, and increase overall quality of service delivery.
· Analyze sites scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation.
· Compile and interpret statistical information to calculate and project staffing requirements of department.
· Prepare charts, diagrams, and other reports to assist in scheduling and/or forecasting as needed.
· Coordinate internal resources necessary to complete a project.
· Responsible for staying informed of new developments in his/her area of concentration.
· Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting.
· Perform a monthly site capacity count to determine actual facility usage. Prepare bi-weekly capacity reports detailing facility usage and open seat capacity.
· Participate in customer presentations and quarterly business reviews to represent workforce management department.