Associate, Real Time Management

Analyze staffing/volume trends and operational performance dashboards. Develop short, medium and long term staffing plans for assigned business in an accurate and timely manner. Collaborate with various business units, quality and training to schedule the necessary training, and associate coaching to ensure the company s commitment towards quality. Prepare financial forecasts based on inputs from various sources and historical trends. Create and maintain financial reports for business stakeholders. Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency. Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences. Identify schedule/plan changes in relevant databases and escalate issues as appropriate. Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders. Key skills & knowledge: Maintain various WFM tools and set ups e.g. IEX etc. Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitability.