Job Description
• Support management with all necessary information, planning models and scenarios to facilitate the decision-making process.
• Build, publish and maintain optimized schedules for multiple departments and adjust them to meet the changing needs of business and forecast
• Forecast required headcount based on historical data and build staffing plan including all workforce metrics
• Familiar and expert on using scheduling tools ( IEX , Verint , Aspect , Assembled )
• Partner with the intraday analysts and other members of the Workforce Management team to facilitate the smooth operation of the contact center.
• Analyze and report on scheduling and staffing trends to provide overall coverage
• Develop and maintain internal processes and documentation to ensure the delivery of timely and accurate schedules.
Candidate Profile• University Graduate• Completed Military Service• Minimum 1 year of experience in Workforce planning• Excellent usage of MS Excel• Fluency of English Language