Providing short term forecasting, scheduling and inventory management support for Operations Role will implement WFM scheduling/RTA support Incumbent will work with operations on a daily basis to ensure there is adequate staffing in the correct schedules to achieve contractual service level objectives and back-office turnaround times Partners with Workforce Planning short term forecasting/planning team to get current forecasts loaded into NICE IEX Workforce management software at the monthly, weekly, daily level Works closely with the Workforce RTA /Operations teams to ensure all parties are aware of intraday and intraweek staffing overages/shortages and mitigation plans Annually or during ramp periods, ensures all new hire staff are provided schedules and entered IEX with correct information and skilled appropriately for work type Provides ongoing support with managing improvement in metrics (shrinkage, AHT reductions), trend reporting Use workforce management software and work volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments Support short term forecasting and daily/intraday staffing allocations Utilize call center tools to observe agents’ actual state compared to scheduled state Manage outbound and back-office inventory to help ensure that service levels and turnaround times are met Gain an understanding of the technical and business solutions such as: optimized schedules, forecasts and other tools, and present them to management Prepare and maintain reports, dashboards, and monthly packages
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