About this role
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Tasks for the day include, but are not limited to, the following:
- Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites
- Analyse past volume and staffing patterns and implement actions required based on the forecast provided by the client to ensure service goals are met
- Conduct analysis and recommend solutions to real time performance issues with the operational business units
- Validate forecasting and staff planning and work with Account Managers and clients
- Interface with Account Managers/Operations Directors as needed for escalation of service impacting issues
- Manage the staff schedules and responsibilities of Workforce Management team.
- Responsible for performance appraisals of all direct reports
- Establishes performance objectives for direct reports
- Coach and develop a high performance team through organizational leadership
- Demonstrate sound judgment and fairness when administering policies and procedures
- Ensure team accurately tracks and manages contact centre schedule adherence.
- Monitor absenteeism levels and work with Operations Team on attendance management initiatives
- Prepare daily/weekly/monthly reports and distribute to the Management team
- Manage staffing ratios and seat utilization/optimization to ensure contact centre goals are met
- Build effective working relationships with internal departments
- Work with Senior Management team on initiatives to support new business growth and overall operations
- Assist with special projects and other duties as assigned
- Management of Genesys system
Join the A-Team and experience the A-Life!