This position is responsible for forecasting, capacity planning, scheduling, and real-time monitoring of contact centre resources to ensure optimal service levels and operational efficiency.
Key Responsibilities
Develop short- and long-term volume forecasts using historical data and trends for all contact channels (voice, chat, email, and digital channels)Create and maintain agent schedules to match demand and staffing constraintsMonitor real-time adherence, occupancy, service level, shrinkage and make intra-day adjustments to handle spikes, outages and absenteeismPerform capacity planning and staffing analysisAnalyze operational data and CE Operations performance indicators to support strategic decision-makingCollaborate with operations, training, P&E team on workforce planning and scheduling to support business needsMaintain WFM tools (Verint, Genesys, PowerBI and etc)Produce regular p...