Summary:

The Job holder is responsible for managing, tracking, and following up on all attendance related issues within their specified department(s), and provide analysis of skill assignment and impact to staffing and SLA, track and trend call volume history, and present production reports and data analysis.

Main Responsibilities:
- Manage and supervise work force management day to day operations in an effort to increase operational effectiveness.
- Report and observe daily call center metrics on all projects, teams, and agent performance.
- Analyze and adjust staffing to maximize efficiency and service level requirements.
- Track and manage center attendance and schedule adherence.
- Manage staff ratios and seat utilization/optimization.
- Maintain and supervise WFM databases critical to the business by training and management of the team to ensure accuracy and efficiency.
- Build and monitor effective working relationships with internal and external departments.
- Track and observe continually on the changes to forecast and shift swapping.
- Observe, monitor, and report trends in project metrics.
- Work out various alternatives for identifying staffing needs and sources.
- Manage and track SLA for all processes and maintain the levels as agreed with the clients.
- Manage and oversee workload planning, forecasting, vendor integration, shift bids, vacation bids, scheduling efficiency, and agent efficiency.
- Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting).
- Work and emphasize for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies.
- Manage and improve data and information resources and the analytic and reporting systems required to support the work of operations efficiently and effectively.
- Present and illustrate charts, graphs, infographics, tables, maps and interactive data displays that communicate information clearly and stimulate viewer attention and engagement for a variety of management.
- Monitor the operations processes performance for inbound and outbound system maintaining maximum productivity.
- Establish departmental and individual goals and provide routine evaluations of progress toward these goals.
- Monitor staff achievements, perform periodic performance appraisals, and provide guidance, coaching or training to direct reports in performing their delegated duties.
- Optimize the use of personal and team time/effort in carrying out assigned duties, to ensure work meets agreed standards for timeliness and quality.
- Ensure continuous monitoring of trends in the market and provide advice to HR leadership on potential initiatives.
- Maintain confidentiality in all matters related to work and information.
- Perform any other duties assigned to him/her related to the nature of the work.