Responsible for the management of call volume forecasting, tracking, and planning. Work with remote Sitel sites, including outsourcing partners, in a centralized WFM environment. Ability to com...

To maximize efficient utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, voluntary time-offs, break planning, Workforce Management Tool optimiz...

Responsible for selecting, training, and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs an...

Creates short-term forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current tren...

Accuracy of hiring plans in terms of forecasting and shrinkages, Timeliness of Plans, Holding Conference calls with HR and Operations. Spanish Level: Basic to Intermediate...

Utilize historical data to coordinate and schedule all TC Flow Operations work activities to meet or exceed KPIs working in a multi-lingual / multi-site operation. Use available tools/software(s) (e.g. IEX, Blue Pumpkin) to staff appropriately for all channels.