Key Responsibilities

Forecasting & Capacity Planning

• Develop short-term and long-term volume forecasts using historical trends and business projections.
• Analyze staffing requirements and recommend hiring plans based on forecasted demand.
• Support operational planning activities and capacity management initiatives.
• Conduct trend analysis to identify risks and opportunities impacting staffing needs.

Scheduling & Workforce Optimization

• Create and maintain agent schedules that align with business requirements and service level targets.
• Manage shift bids, schedule changes, time-off requests, and workforce adjustments.
• Optimize staffing efficiency through schedule modeling and workforce planning strategies.
• Ensure adherence to labor standards and client requirements.

Real-Time Management (RTA)