Clark | Workforce Manager

Position Summary:The Workforce Manager is responsible for overall management & direction of the workforce team. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly.  Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements
Overall Responsibilities: Manages a team of 5 – 10 intraday specialists across multiple sites.Manages a team of 3 – 5 report analysts.Analyze past volume and staffing patterns and will implement based on the forecast provided by the client staff the Service Center to ensure service goals are met.  Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met.Conduct analysis and recommends solutions to real time performance issues with the operational business units.Validate forecasting ...