Description
Forecasts call volume and resource requirements necessary to meet objectives for the Workforce management team utilizing the Aspect platform. This will include forecasting, scheduling and Real Time adherence. This position will provide command center oversight. Will monitor the call centers' intra-day work against the service levels and adjust staffing appropriately.Reviews, analyzes, and evaluates business systems and user needs. Formulates systems to parallel overall business strategies. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a manager.
SKILLS:
May require an associate's degree in a related area and 0-2 years of experience in the field or in a related area. Minimum of 3 years of experience in Aspect Workforce Management.