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About the Role

This role is responsible for managing call handling and productivity data to support workforce capacity plans. It involves forecasting call volumes and staffing needs in a multi-skills contact center, optimizing scheduling and intraday management for service levels and employee engagement, and conducting performance analysis and project implementation.

Responsibilities

• Manage the design, enhancement, and maintenance of call forecasting processes across multiple lines of business.
• Own the design and optimization of the scheduling strategy that balances business requirements with employee engagement.
• Lead an intraday team responsible for preparing schedules, handling schedule change requests, monitoring service levels, and initiating appropriate actions.
• Lead and/or contribute to projects impacting contact center structure, schedules, reporting needs, and technology.
• Leverage Nice and Clearview to optimize data used by Intraday Analysts for scheduling and monitoring/projections of service levels to solution appropriate actions.
• Lead implementation of Google CES to optimize Intraday scheduling and forecasting processes.
• Optimize data used in capacity and call handling models by utilizing advanced analytics on call handling and workforce capacity plans to track performance, improve productivity, and forecast benefits of automation and digitization.
• Report on volumes, performance, and service levels on a regular basis.
• Conduct ad-hoc analysis of contact center performance and workforce capacity plans, identify optimization opportunities, and collaborate with stakeholders on solutions.

Requirements

• Minimum of 5-7 years in contact center workforce or Intraday management, preferably in a leadership role.
• Demonstrated experience in data management and utilizing analytics tools to evaluate call handling performance and drive process improvements.
• Knowledge of NICE WFM workforce management and/or Five9 applications is a plus.
• Adaptable, resourceful, able to respond quickly and find solutions to problems within tight timelines.
• Leadership skills, including the ability to develop the skills and competencies of a small team through coaching and mentoring.
• Excellent communication skills, both verbal and written.
• Intermediate skills with Microsoft Excel.
• Experience in the Property & Casualty insurance industry is an asset.

Skills

• Data Management
• Analytics
• NICE WFM
• Five9
• Microsoft Excel
• Leadership
• Coaching
• Mentoring
• Communication

Experience Level

• 5-7 years

Education Level

• Bachelor’s or College degree in Mathematics, Economics, Business Management, or a relevant discipline

Salary/Compensations

• $88,000- $138,000