Position Purpose: Builds and automates recurring capacity and scenario planning models to support service, quality, and efficiency standards. Works closely with senior team members to analyze some identified complex capacity planning issues.
- Plans, measures, and monitors operating limits and capacities of the contact center
- Analyzes and evaluates workforce metrics to manage retention rates and improve contact center capacity planning
- Produces reports that evaluate resource capacity and identifies areas where improvements can be implemented based on actual or anticipated demand
- Gathers performance data and measures the output of the contact center to determine achievement or variance with quality and efficiency standards
- Builds and identifies opportunities to enhance recurring capacity and scenario planning models
- Leverages real-time and predictive analytics to reflect most current workforce planning
- Maintains all performance capacity reports, statistics, and metrics for management
- Interfaces with contact center leaders to understand the business needs and make updates where necessary
- Ensures compliance to all guidelines and optimal utilization of all contact center resources
- Performs other duties as assigned
- Complies with all policies and standards
Education/Experience: Requires a Bachelor’s degree and 2 – 4 years of related experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
Ability to prioritize, perform independent decision making, and manage time effectively preferred.Pay Range: $25.97 – $46.68 per hour