Workforce Real-Time Associate

- Determine annual, quarterly, monthly, daily and intra-day workforce requirements by gathering and analyzing data and trends.
- Utilize scheduling software to generate optimized schedules that balance the needs of the business with the needs of the agents.
- Conduct workforce simulations and what if scenarios to find the best mix of creative schedules as required.
- Process time off, shift trade requests, and shift bids.
- Encode and maintain Workforce tool information such as Employee details, Skills, LOBs, ACD, Work patterns, etc.
- Meet forecast accuracy and schedule efficiency targets
- Schedule & perform coaching and training or other pre-planned activities.
- Lead regular weekly calls with Operations and Client Solutions and exercise discretion in making staffing recommendations.
- Regularly provide feedback to management and assists clients directly in support of ongoing & future strategic initiatives.
- Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
- Perform special assignments and tasks and other duties as assigned by management.
- Work under general supervision.