Role and Key Responsibilities

• Analyze staffing/volume trends and operational performance dashboards.
• Develop short, medium and long term staffing plans for assigned business in an accurate and timely manner.
• Collaborate with various business units, quality and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
• Prepare financial forecasts based on inputs from various sources and historical trends.
• Create and maintain financial reports for business stakeholders.
• Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency.
• Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
• Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
• Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders.

Key skills & knowledge

• Maintain various WFM tools and set ups e.g. IEX etc.
• Collaborate with other WFM departments like real time and scheduling to
• Constantly review and improve the health of business and increase profitability.