Workforce Supervisor

Job Purpose

Responsible for creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for both call and back office workload volumes for multiple business segments. Accurately calculates and communicates staffing requirements for multiple roles within all business segments. Maintains data integrity and configuration of all Workforce Management applications. Generates in-depth ad-hoc data analyses and scheduled reports to meet the specific needs of each business segment. Provides valuable insight into trends based on data findings and offers potential solutions to performance issues.

Duties and Responsibilities

• Responsible for creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for both call and back office workload volumes for multiple business segments
• Construct and maintain contact center workforce capacity plans based on forec...