MANAGER, WORKFORCE

Job Summary

Main objectives and functions:

• Reviews client’s half –hour staffing report
• Ensures optimal staffing is in place to meet the client service level agreements on real-time.
• Conducts and monitors staffing with all the centers randomly.

• Ensures the availability of 14 day rolling schedules.
• Essential business owner need per skill group.
• Reviews the work pattern assignment
• Ensures schedule/distribute work for call center.
• Works with the client business owners, operations managers and workforce analysts globally in establishing the 2 week rolling schedules.

• Simulates the hours that will be generated with the given schedules and get the total hours loss.
• Prepares another shift distribution that would be best fitted for the center affected.
• Recommends schedule changes.

• Establishes an efficient scheduling process that is both beneficial to the centers and client.
• Creates alternative solutions, processes and or schedules whenever the Verint is not working.

• Works with the analysts in staffing analysis based on actual half-hour interval headcount versus the hours generated from the Avaya CMS.
• Reviews the comparison of the login/logout report from the Avaya CMS generated hours versus the total staffed hours from the Avaya CMS.

• Simulates the hours that will be generated with the given schedules and get the total hours loss.
• Recommends a number of headcount and a number of overtime hours may be required to hit the FTE required from the client, based on the intra-week FTE.

• Prepares bi-weekly capacity reports detailing seat capacity.
• Checks the total active agents
• Checks center’s seat capacity
• Considers the shrinkage: absenteeism, leaves, and requests days-off.
• Recommends facility utilization to Account Directors and Global Solutions Director.

• Performs data management

• Reviews the agent monthly scorecard and performance bonus of the agents.
• Reviews the weekly client’s scorecard and provide recommendations to the operations managers to meet the goals of the client.

• Interprets the required tool from the senior account manager with the current practices to the web developers.
• Develops the outline of the workforce and reporting, scorecard modules.
• Supports the implementation of the tool developed to enhance workforce management processes.

• Interprets and tabulates statistical information from client to project staffing requirements for new and existing business projects.
• Calculates staffing requirement from the client’s given statistics; AHT, ASA, SLA, Occupancy and utilization.
• Calculates the maximum call volume on a given headcount.
• Provides the simulated schedules given the needs of the client.

Area of expertise (Skills)

Bachelor’s Degree in either Statistics, Mathematics or Engineering

Other Skills and Experiences (Min)

4 to 5 years related work experience in the Call Center industry or related field, with at least 2 years experience in a supervisory capacity

Queuing Theory Knowledge

Education