Efficient Scheduling and Analytics Expert
7 days ago
We are seeking an Experienced Workforce Management Director to lead our Performance Improvement initiatives.
About the Role:
- Develop and implement effective workforce strategies to meet business objectives and client SLAs.
- Oversee the development and implementation of efficient scheduling strategies to meet fluctuating call volumes and workload demands.
- Manage real-time adherence and service level performance, making necessary adjustments to ensure optimal service delivery.
Key Responsibilities:
- Lead a team of workforce management analysts and specialists in developing and implementing workforce strategies.
- Collaborate with operations and other departments to ensure alignment on workforce strategies.
- Implement and maintain workforce management tools and technologies.
Requirements:
- At least 12 years of experience in Workforce Management.
- At least 10 years of experience in a leadership role (Director, AVP, President).
- BPO experience.
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