Job Details

Dur: 6M+

Rate: Open

• Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting.
• Responsible for the assignment of tasks to the operations by optimizing the usage of workforce.
• Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition) for ADS planning ensuring that all changes successfully inter-operate with existing operational processes.
• Work with operational and support teams to effectively plan short term non-productive time
• Work closely with data associates and team leads to pro-actively identify issues and take appropriate actions to minimize impact
• Assist the development of Workforce Management & Scheduling system by partnering with in-house technology teamsRunning what-if scenarios for associate staffing and make proper use of statistical tools.
• Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates.
• Lead and participate in global ADS with client.
• He/She will own providing optimal solutions for upcoming initiatives.
• Proactively identify service improvement opportunities and ensure continuous improvement within Capacity Planning across strategic and tactical forecasting, advisor scheduling, metric reporting and real-time delivery.
• Candidates with superior analytical skills in any industry are encouraged to apply.

• 3+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTEs).
• MS Excel and/or MS Access skills requiredProven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
• Demonstrated analytical, problem solving and decision making skills that foster developing creative solutions.
• Ability to deep dive, conduct root cause analysis and implement corrective actions.
• Flexible, people oriented and able to work in a team environment.
• Experience exercising strong oral, written, listening and interpersonal skills
• Ability to develop presentations leveraging a proficiency in MS Office.
• Excellent customer focus and bias for action.
• Prior experience in data mining and analysis in any industry.
• Prior Workflow experience in a contact center in any environment.
• Experience with the Workforce Management tools.
• Ability to develop presentations and a proficiency in MS Office suite