Manager of Scheduling and Forecasting

PURPOSE OF POSITION

 

Day to day management of scheduling and forecasting of multi-site contact center.

 

 

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

 Manages and provides work leadership to workforce management personnelManages analysis of the day-to-day staffing based on call volumes and workforce needed to meet fluctuating call volumesResponsible for management of call center scheduling, and forecasting Develops and implements new scheduling/forecasting methods and strategiesDevelops and implements efficient processes, as well as improving existing policies and proceduresResponsible for management of capacity/space analysis as it relates to call volume and headcount, working closely with all levels of management Drives and manages all activities and initiatives related to ongoing usage of the Workforce System (Blue Pumpkin, IEX or Aspect TCS).Demonstrates competency in dealing with all levels of employees and managementResponsible for intra-day management responsibilities and on-call duties

? Thrives as a team player in a fast-paced, high-energy, change-oriented environment

 

 

 

EDUCATION

 

BA/BS degree preferred or equivalent work experience

 

 

 EXPERIENCE

 

? 5+ years experience in a large inbound contact center preferred

? 3+ years experience performing forecasting and scheduling functions in an inbound contact center preferred

? 1+ years manager experience preferred

? Experience with and extensive use of a Workforce Management software (Blue Pumpkin, IEX and/or Aspect TCS)

? Knowledge of contact center dynamics and company operations within an ACD environment

? Excellent analytical ability; must be able to make quick decisions based on analysis and review of pertinent information

? Excellent interpersonal skills

? Ability to demonstrate excellent verbal and communication skills

? Strong organizational skills

? Proficient with Microsoft Excel, Microsoft Access, Outlook

? Must be able to multi-task and be detail oriented