• Provide accurate volume forecasting models based upon business momentum and reflect anticipated volume fluctuations. Complete monthly global and site appropriate forecast model including assessment of business capacity and training needs, and making recommendations to ensure an overall optimized environment. Must accommodate varying servicing models based upon client specification, call type, and technology suite.
• Ensure timely and accurate communication of changes that may affect hiring, staffing. Work closely with site resources and training resources in order to properly plan shrinkage including training, site visits, etc.
• Provide analysis and recommendations in support of financial targets, client needs, and process optimization.
• Participate in business continuity planning from a planning perspective including balancing redundancy needs, etc.
• Provide timely and accurate reporting to internal and external clients. Meet client based reporting needs as specified.
• Maximize tool usage including Avaya and e-Work Force Management applications.
• Provide feedback about staffing across various locations, etc.

Qualification

Scope

• 10MM touch points per year
• Extensive interface with Real-Time Management team, site planning staff, and internal business customers.
• $25MM + annual operating budget
• 24/7/365 service with emergency roadside emphasis

• 1+ years call center management experience in a large (+ 1MM annual contacts) environment and the ability to demonstrate core skills in planning and forecasting delivery.
• Effective skill set in forecasting application(s) such as eWorkforce Management or Blue Pumpkin
• Working knowledge of Avaya CMS/CentreVu and Business Objects desired
• Ability to execute multiple priorities in a diversified growth based business model.
• Effective verbal and written communication skills