Job Description :
Roles and Responsibilities -Call Forecasting yearly, monthly, weekly, daily and half hourly using forecasting models
-Provide business analytics and data gathering to support detailed modeling of Planning and metrics statistically confident projections.
-Administer the workforce management system.
-Maintain, improve, and run staffing scenarios to recommend staffing and scheduling
-Develop and utilize other analytical methods to coordinate with the workforce management system to improve accuracy of the forecast.
-Monitor workforce management intra-day performance reports. Recommend and implement schedulechanges as needed.
-Lead weekly planning meetings with Contact Center management and provide recommendations onchanges to forecasts/schedules to meet Contact Center service goals.
– Reviews forecasts on an intraday, weekly, monthly and annual basis for contact centers, and compareactual results to forecasts, identifying opportunities for improvement and implement solutions.
– Actively monitors Intra-Day forecasted workloads vs. actual volumes and resulting service levels onreal-time basis.
–Determines and executes real-time call routing adjustments to resolve current and projected servicelevel and/or agent occupancy issues.
–Identifies potential causal factors contributing to increased workload such as increased volume and/orAHT and seeks input from other groups to identify root causes and determine a plan of action if necessary.
–Coordinates appropriate staffing allocation and availability of staff to achieve service level objectives.
– Monitors CC-Pulse site to ensure optimal staffing levels.
-Co-ordinate with operations and Genesys Team for language skill changes for vendors, basis operations approval
–Capturing Operational and IT down time, sharing the same with respective stake holder. Co-coordinatingwith respective stake holder during down time for speedy issue resolution
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