Responsibilities
- Use Workforce Management software and call volume history to generate schedules 1-6 months out for multiple skills, channels and sites (phone, email, chat, etc.)
- Generate offline activities that meet operational requirements while achieving key performance targets
- Responsible for collaborating with peers and multiple levels of leadership to balance productivity and performance
- Monitor use of off-queue activities to ensure global departmental shrink goals are met by each LOB
- Ability to identify emerging trends, measure impact to the business, and make recommendations to get back to green
- Provides root cause analysis as needed to improve day to day operations & customer satisfaction
- Serve as subject matter expert for Workforce Management software & ticketing system
- Proposes & suggests enhancements to work procedures and practices to improve efficiency
Requirements
- Significant experience in workforce management & call centre operations, with hands-on use of tools like Talkdesk, Playvox, Zendesk, Verint & AWS
- Strong knowledge of WFM platforms such as Playvox, Teleopti, Verint & Omni, and how to use them to optimise performance
- Solid understanding of core contact centre metrics including ABN, ASA, AHT & adherence, and how they translate into action
- A customer-first mindset, with proven strengths in problem solving, teamwork, adaptability, planning & decision making
- Confident communicator, able to engage clearly across channels with large, global teams of 100+ people
- Ability to build strong, trusted partnerships with stakeholders across teams, functions & regions
- Highly organised with sharp attention to detail, thriving in fast-paced, deadline-driven environments
- Strong critical thinking skills, able to form hypotheses, interpret data & make smart calls even when data is limited
- Comfortable using tools like Google Docs, Sheets & Excel to analyse, track & communicate insights
Nice to Have
- Flexible approach to working hours, including mornings, evenings, weekends & holidays, to support a global operation, paired with a proactive, big-picture & self-starting mindset.
Additional Information
- Flexible approach to working hours, including mornings, evenings, weekends & holidays, to support a global operation, paired with a proactive, big-picture & self-starting mindset.
