Job Description: 

• Managing the day to day forecasting and scheduling for specified accounts 
• Ensure strategies goals are met through forecast modeling, collaborative planning and effective ;
• Oversee and maintain the workforce management platform utilized for forecasting and scheduling 
• Establishes a statistical baseline forecast for all departments 
• Provides clear communication of the forecasted workload, changes, assumptions, inputs and etc. to the Senior Leadership team 
• Formulate recommendations based upon analysis, data and input from users and departmental management  
• Appropriately forecast and account for growth due to seasonal variations and special events  
• Gathers data to understand the key drivers of volume (lead and marketing forecast, outbound call volume) and incorporate into forecasting and planning  
• Identifies and researches service level risks for problem resolution and management notification  
• Leads in the effort of building staffing strategies that support multi-site, multi-skilled student contact centers  
• Assist with training of staff on Workforce management policies and procedures  
• Responsible for updating statistical info into WFM modeling software 
• Maintain reports on workforce  
• Works closely with WFM Manager in developing modeling scenarios for all department supported  
• Maintains a close working relationship with all departmental leadership team in developing staffing strategies  
• Responsible with assisting the  WFM Manager in training and supporting new WFM team members   

Qualifications: 

• At least a high school graduate 
• At least 1 year worth of experience as a BPO Workforce Scheduler 
• Well-versed in creating and translating raw data into useful/informative reports  
• With high level of expertise in using MS Office (especially MS Excel and PowerPoint)  
• Required skill(s): data analysis, real time management, scheduling, system and network administration, Generating Data, MS Office.  
• Flexible and willing to work in shift schedules  
• Can start ASAP