In this role you will:

• Directly manage a team of Analysts and Planners.
• Identify, prioritize, and coach all direct reports in development areas.
• Create strategic recommendations to improve productivity while balancing service levels and costs.
• Ensure the enterprises are managing to intraday staffing requirements.
• Have responsibility for development, analysis, and implementation of agent staffing, plans including re-forecasting requirements.
• Maintain accurate measures of forecasts, capacity plans, and schedule plans accuracy by individual analysts as well as globally.
• Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise fashion.
• Own planning, design and implementation of a Workforce Management System, including the creation and/or implementation of processes.
• Ensure reports showing key efficiency, performance, and quality metrics are accurate and available.
• Simulate different scenarios and develop contingency plans for unexpected events.
• Develop benchmarks using metrics, industry standards and original concepts.
• Configure data gathering systems, design and develop the means to capture and record data.
• Provides analysis/recommendations to Sr. Mgt, site Directors and SBUs.

We are looking for someone who has:

• A Bachelors in business or related field.
• 5+ years Contact Center Operations or WFM experience.
• Experience with WFM Tools; IEX, eWFM, CMS, Canvas, Avaya, Geotel, etc.
• Previous client interface experience.
• A high proficiency with computers, excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems).
• A broad knowledge of inbound contact center environment.
• Exceptional verbal and written communication skills.
• The ability to accommodate a flexible schedule.
• Superb listening, probing, negotiation and de-escalation skills.
• Analytical and troubleshooting expertise.