Provides analysis of talent and staffing needs based on strategic planning at the enterprise level.
Decisions are typically are related to schedule, plans and daily operations.
Performs escalated or more complex work of a similar nature, and supervises a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates.
Ensures consistency in execution across team.
Holds team members accountable for following established policies.
Job Qualifications:
Bachelor’s degree (BA or BSc– Business Administration or Computer Science) from a recognized tertiary institution.
Minimum of 2 years experience in a similar position (with demonstrated track record).
In depth knowledge of all phases of Workforce Management, including planning, forecasting, scheduling and real time intra-day functions.
Strong knowledge of call center principles and performance metrics/reporting.
Demonstrated proficiency in Microsoft Office applications.
Knowledge of risk analysis and use of analytical techniques. Knowledge of Avaya, CMS, and IEX systems would be an asset.
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