A BRIEF OVERVIEW

Develops and maintains a comprehensive forecasting and scheduling model by using Workforce Management tools to handle forecast call volume and adjust with real time changes current schedules.

YOUR DAY-TO-DAY

•Ensures forecast and schedule efficiency, consistency, and reliability. •Aligns call demand with agent supply to achieve key performance indicators (utilization, occupancy, etc.). •Provides visibility and solutions to areas of opportunity to improve staffing performance to site/client management. •Analyze historical data across all projects to support operations meeting their performance’s goals.  

WHAT YOU BRING TO THE TABLE!

•1 year of previous RTA experience is required. •Verint experience is preferred. •Excellent organizational and analytical thinking skills as well as strong communication skills (oral and written). •Basic to Intermediate Excel skills are required. •Full schedule availability (AM & Graveyard) & On-site capability required. Must reside within the city limits. •Candidates are subject to background checks clearance.