Associate Director - Workforce Management

Responsible for long-term planning for the Home Preservation Call Center, including maintaining a rolling 18-month view of our resource plan which encompasses inbound call volume, predictive & manned outbound campaigns and respective staffing forecasts for both internal and vendor resources

Responsible for producing a daily forecast and staffing report (ie: intraday performance report along with interval performance and interval staffing levels).

Responsible for coordinating with leadership performance KPI’s – ie: AHT, shrinkage (both internal and out of office shrinkage), occupancy, etc. Provide reporting on these metrics along with action plans to improve as needed.

Adjust the long-term and short-term forecast to achieve contact center goals while maintaining budgetary targets.

Partner with the dialer team to ensure that call routing matches the decisions that were made in the model to ensure succe...