Job description

Overview:
PURPOSE OF POSITION
Provide direction and management of mission control teams, schedulers, forecasting analysts and coordinators as assigned to ensure that program planning and daily management supports business and client objectives for multi-site call center operations. Serve as WFM point of contact for assigned projects/clients.

Responsibilities:

• Responsible for overall management of staff to include hiring, training, scheduling, setting of goals, prioritization of deliverables, performance reviews and management of TP Security procedures, etc.
• Responsible for the team's defined objectives as required by client and internal leadership by providing motivation and building high performing teams
• Identify areas of opportunity and implement innovative solutions to maximize efficiency
• Oversee the accurate compilation and distribution of information and reports to key stakeholders including internal and external leaders
• Coordination of operations, account management, recruiting, training and other internal departments to ensure all staffing related client objectives are met
• Participate in and lead meetings with clients and internal stakeholders as required to manage staffing plans and performance
• Responsible for identifying challenges and risks to be escalated to WFM director for awareness and resolution
• Performs other duties as assigned by WFM director or other members of management

Qualifications:

• Minimum 3 years call center experience and 2 years WFM experience
• Ability to understand, analyze and report on call center metrics
• Must demonstrate strong analytical, numerical and problem-solving skills
• Ability to define problems, collect data, establish facts and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems
• Excellent verbal and written communication skills with the ability to effectively present information across all levels of the organization
• Strong organizational skills with the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast paced, shifting priority environment
• Must be able to provide leadership and direction to mission control analysts, scheduling analysts and coordinators to drive efficiency and optimize service delivery
• Proficient in MS Excel and WFM Software utilized by projects being managed (i.e., Blue Pumpkin, IEX, Aspect, etc.)
• Flexible schedule and impeccable attendance record

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