Workforce RTA

Responsibilities:

• Regularly performs volume and performance analysis and proactively communicate possible impacts to business
• Supports management with all necessary reports and planning models to facilitate the process of decision-making.
• Monitors actual activities and compares them to plan and make recommendations for immediate changes
• Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
• Ensures that pre-planned activities are being scheduled in advance and communicated effectively
• Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing

Requirements:

• Candidate must possess at least a bachelor's/college degree.
• 1 year minimum experience in Workforce Management
• Excellent skills in scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Ability to effectively prioritize workload in a fast-paced, real-time, and frequently changing environment while remaining detailed and organized
• Flexible and willing to work in shift schedules