Associate Director - Workforce Management

Responsibilities

• Responsible for long-term planning for the Home Preservation Call Center, including maintaining a rolling 18-month view of our resource plan which encompasses inbound call volume, predictive & manned outbound campaigns and respective staffing forecasts for both internal and vendor resources.
• Responsible for producing a daily forecast and staffing report (ie: intraday performance report along with interval performance and interval staffing levels).
• Responsible for coordinating with leadership performance KPIs i.e.: AHT, shrinkage (both internal and out of office shrinkage), occupancy, etc. Provide reporting on these metrics along with action plans to improve as needed.
• Adjust the long-term and short-term forecast to achieve contact center goals while maintaining budgetary targets.
• Partner with the dialer team to ensure that call routing matches the decisions that were made in the model to ensure success.
• P...