Responsibilities
- Keep headcount and capacity planning tools current to support uninterrupted operations
- Create precise forecasts for call volume, agent productivity, and time-off attrition
- Produce detailed monthly performance reports for each client account
- Review and confirm staffing choices including new hires and internal role changes
- Evaluate shift scheduling results and suggest ways to increase efficiency
- Work with internal departments and outside vendors on workforce planning and hiring needs
- Supervise, guide, and train team members to improve individual and group performance
Work Arrangement
On-site
