To assist with short and mid-range planning based on continuous analysis of forecasted requirements, trends, staffing variables and real time performance of operations based on workforce management principles for the contact center. The WFM 1 position must determine alternative plans to successfully meet key performance indicators (KPIs) targets when necessary. Under minimal supervision timely collect, evaluate and prepare complex statistical data for operations/HR/WFM/Admin. Manage half-hour schedules and off the phone activities per day, per week, per month for client specific business lines to ensure maximum efficiency.
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