Workforce Services Specialist

Responsibilities:

• Report staffing needs and performance issues impacting service levels on a timely manner and recommend solutions to close gaps
• Analyze the impact of volume, AHT, planned shrinkage and other drivers to service level
• Create volume forecast and handle time forecast for interval, daily and weekly staffing plan to ensure that the center is appropriately staffed
• Determine appropriate staffing levels needed to meet goals
• Administer shift bids across sites and clients/lines of business
• Manage and adjust employee schedules and rotations to meet the work volume demand on each day

Qualifications:

• Graduate of any Bachelor’s degree or undergraduates with relevant work experience
• Must have at least 3 years’ experience in RTA, Scheduling,  Capacity Planning and Forecasting (needs to know manual, with a tool and create from scratch)
• Must have at least 3 years’ supervisory experience
• Must be able to work with all levels in the organization in capturing, managing and communicating metrics
• Excellent written and verbal communication skills
• Willing to work on holidays, weekends, shifting schedules and extended working