Workforce Management Officer

Responsibilities:

• Ensures service levels and productivity goals are met. Implements and maintains workforce management platform.
• Provides all workload forecasting and consequent staffing planning to meet service goals.
• Maintains and analyses workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
• Coordinates all reporting related to Workforce Management.
• Develops and maintains scheduling processes for all agents.
• Serves as the resident expert on Workforce Management software package.
• Participates in strategic planning and goal development. -Integrates outbound dialler campaigns to support staffing levels.
• Oversees technology and process improvements to ensure high customer satisfaction and cost effectiveness.
• Develops presentations on recommendations and process implementations to senior management.

 Qualifications:

• Bachelor’s degree in mathematics or business preferred.
• At least 2 years of direct experience in Workforce management and analytics.
• Experience in Omni-channel queue management (email/CHAT/Calls).
• Ability to write reports, business correspondence, and produce manuals.
• Must demonstrate ability to communicate effectively, both orally and in writing within all levels of Call Centre staff.
• Prior experience with system implementation and scoping. -Strong analytical skills and attention to detail.
• Ability to effectively partner with various levels of management.
• Proficient in the use of Microsoft Office applications including but not limited to Outlook, Internet Explorer, Excel, Word, PowerPoint, etc.
• Proficient in ACD technology. 
• IVR experience: knowledge in process improvement. 
• Experienced use and/or implementation of Call Centre & Technology