Job Description Job Purpose Responsible for resource planning and capacity management of available resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.
Key Responsibility Areas
Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods
Review and analyse the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required
Devise and deliver project that benefits the campaign
Create a yearly calendar of potential risk
Provide optimal forecasting, scheduling and identifying new methods, strategies and opportunities
Ensure sufficient staff is scheduled per interval to meet productive...