Description
Position Purpose:
Essential Functions and Responsibilities:
Updates, analyzes and matches FTL staffing/contact/performance levels. Proactively communicates with Resource Management/Operations and clients on any changes needed. Analyze historical and actual call arrival, AHT, shrinkage and attrition to create effective and accurate forecast. Create weekly, monthly, quarterly and annual volume projections, staffing and capacity plans, or reduction plans by account and line of business and monitors forecasting accuracy. Review program contract and build plans aligned to statement of work and client requirements. Review schedule efficiency by running scenarios to address workload interval trend, HOOP and client SLA. Track/maintain seat allocation to ensure enough seats are available for each program. Attends/Host internal and external calls to disc...