Will be responsible for all Workforce Management related functions for Customer Service Operations.
The Contact Center Operations support includes implementing WFM tools, forecasting of workload, scheduling resources; develop workforce strategies to enable the business to meet client expectations employee targets and work financially for Auxis. Will oversee daily activities related to the staffing schedule of a Contact Center to maximize the forecasted and real-time utilization of resources; analyze and recommend part/full-time and flexible schedules for Operations associates.
Responsible for recommending headcount increases and decreases, determining and communicating work schedules and resources for various workload queues. Will work with Operation leaders to ensure adequate staff, coverage by interval, as well as, develop contingency plans during times of peak demand, system problems or disasters. Will participate in post-mortem analysis of problems and provides input for future process improvements.
Oversees persons responsible for support of the process and technical direction of the customer service applications to enable Service Operations and other customer service functions to achieve their goals. Performs all necessary supervisory functions (i.e. goal setting, performance evaluations) to effectively and efficiently manage staff associates.