This role is directly responsible for scheduling, real time adherence, forecasting, reporting, shift bids, and managing agent staffing to client delivered volumes. The scope includes, but is not limited to, analyzing and presenting data to meet daily, weekly, and monthly reporting schedules, ensuring compliance with internal policies for scheduling, and consulting management on appropriate resource levels for various services to meet client required service levels.
Performance expectations demand experienced and functional knowledge of contact center operations, subject matter expertise in workforce management metric optimization, and collaborative approach to accomplish daily task-work in distributed environment. Success requires detailed time management, resilience to overcome obstacles, and communication skills to convey complex information in straightforward style.
The WFM Lead will have the following qualifications: