Posted:2 weeks ago|
Platform:
Work from Office
Full Time
Key Responsibilities: Develop and maintain accurate forecasts for call volume, headcount, and capacity planning. Create and manage agent schedules, shift rosters, and staffing models in alignment with business needs. Monitor real-time operations to ensure optimal utilization and adherence to schedules. Track key WFM metrics such as service levels, shrinkage, occupancy, and adherence. Work closely with operations, HR, and training teams for effective manpower planning and shift management. Analyze performance data to identify trends and provide actionable insights for process improvement. Ensure timely communication of schedule changes, staffing requirements, and downtime updates. Assist in WFM tool configuration and reporting (e.g., NICE, IEX, Aspect, Genesys, etc.). Prepare dashboards, daily/weekly/monthly reports for management review.
Omega Healthcare
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