Staffing Operations Lead
4 days ago
Job Summary
TASQ Staffing Solutions is a leading provider of staffing solutions. We are seeking a highly skilled Staffing Operations Lead to join our team. The successful candidate will be responsible for leading our staffing operations and ensuring we meet our business objectives.
Key Responsibilities
- Strategic Planning: Develop and implement effective workforce management strategies that align with our business goals.
- Team Support: Provide support to the team by optimizing staffing levels using forecasts and other staffing assumptions.
- Performance Management: Develop and publish weekly staffing plans after consulting with stakeholders and considering business dynamics and customer needs.
- Resource Management: Manage manpower requisitions from weekly staff plans and track their status to ensure timely hiring, training, and go-live.
- Forecasting: Forecast volumes, AHT, and shrinkage based on historical data, taking into account seasonality and trends.
Requirements
- Two+ years of experience in workforce management in a contact center environment.
- English proficiency.
- Strong verbal and written communication skills; able to communicate effectively in a clear, constructive, and professional manner.
- Ability to be customer-oriented when managing communications and issues.
- Strong analytical skills; able to interpret data, identify trends, and suggest improvements.
- Ability to build trust and professional rapport with employees and team members; work collaboratively as a team player.
- At least one year of experience as a Resource Planner/Capacity Planner.
- Experience with applications such as CMS Avaya Supervisor, eWFM, IEX. Strong knowledge of MS-Excel.
- Ability to communicate/present with various levels of stakeholders.
- Good knowledge of WFM concepts.
- Good analytical skills.
- Ability to identify and understand trends and patterns.
- Knowledge of multi-skill/site/vendor scheduling scenarios with experience handling omni-channel programs would be an added advantage.
Must-Have Skills
- Good communication and good to excellent Excel skills.
- Experience in creating full-blown schedule shells.
- Tool knowledge on using NICE IEX tool.
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