Virtual Professional,Supervisor - Workforce Management

Overview

Looking for full-time work (8 hours/day)

at $6.00/hour ($1,056.00/month)

Bachelors degree

Last Active

May 7th, 2024 (6 days ago)

Member Since

November 9th, 2017

Profile Description

Assists Workforce Manager in overseeing the daily performance of the Forecast and Schedule Analysiso Tracks team ATR (attendance tracking report)o Updates team on company policies and initiativeso Documents/implements sanctions to company policy deviationo Coaches/Counsels Forecast and Schedule Analysts periodicallyo Conducts performance appraisals of Workforce Analysts periodicallyo Alerts Operations of any potential or real risks to the production team with regards to achieving service goalso Responsible for forecasting the Long-term and Short-term headcount and seat requirements for budget planning and service level coverageo Responsible for creating detailed volume forecasts using Workforce Planning, Forecasting and Scheduling Upgrade to see actual infopletes all monthly, weekly and daily forecasts with updated metrics and datao Monitors daily, performance of forecast against actual metrics within the center and applies changes to future planso Updates scheduler with changes that may impact the ability to meet required metricso Provides all forecasts in advance for review by Workforce Manager. Plans for future staffing needs based on call pattern trend analysis and key developments that affect staffing levelso Plans, directs, supervises, and evaluates forecasting and scheduling workflowo Assists in the implementation of Workforce Management System within the organization to enable effective management of shifts and work patternso Work with Scheduler to provide efficient schedules for agents that meet both employee and business needso Monitors performance of scheduler according to established standards and responsible for training and development schedulero Works with Scheduler to manage day-to-day operations by verifying forecast throughout the day and re-forecast when neededo Maintains frequent contact with other departments like Training and QA to address training and coaching requirements of agents, assuring Service goals are meto Performs routine audits of call center reports to ensure accuracy and integrity is maintainedo Responsible for efficient scheduling 365 days of the year