Workforce Lead (Supervisor)

Analyze the impact of volume, AHT and shrinkage on staffing requirement

• Maintain operational forecast and create forecast to variance analysis
• Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner
• Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on client requirement and internal capacity plan numbers
• Establish a professional and collaborative working relationship with the client
• Maintain flexibility regarding requests and actions assigned to meet the needs of the client
• responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams.
• Qualifications
• Must have at least 2 years experience as a Workforce Supervisor in a BPO setting
• Must have experience in forecasting, and capacity planning.
• People management experience
• Preferably with experience using NICE IEX, WFM, MS Excel, or Relevant WFM Tools.