This position is responsible for leadership over both the Contact Center scheduling team and consultative system team with support of various Resource Management solutions (eWFM, IEX, IVR, etc.).
As the position leads complex functions, it will require dynamic leadership to effectively leverage the team to affect and drive the necessary changes in the business that will drive enhanced efficiency and use of resources.
The position will regularly collaborate with both senior leaders and site leaders to provide strategic, operational and tactical plans for resource deployment, a balanced and level-loaded workflow, and output expectations based upon demand and capacity analysis. This role will influence call center shrink planning and provide subject matter expertise in support of expense and growth related initiatives tied to our strategy. The selected candidate will be an active participant in companywide initiatives to identify and deploy tools that facilitate scheduling and Resource Management processes.
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