Workforce Management Strategist

About the Job

Are you looking for an exciting new challenge? 24-7 Intouch is looking for you!
 
As one of the world’s leading outsourcing companies, 24-7 Intouch is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry. 

We’re hiring a Workforce Management Strategist to oversee internal and external partner requests regarding real-time activities and operating plans to achieve monthly goals. This role is also responsible for internal and external reporting. 

As Workforce Management Strategist, You Will…

  • Evaluate, analyze and communicate data in a clear, concise manner to Workforce Management and Operational leadership teams
  • Find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
  • Comprehend call center functions such as Workforce Management tools, scheduling, skilling/call queues and forecasting volumes by half-hour segments
  • Work closely alongside Operational team members to ensure that all goals and objectives are met
  • Understand overall operational activities including phone, email, chat, community and social media support
  • Create and improve reports while crafting templates that can be incorporated to automation, work efficiencies and speed
  • Post volunteer requests and/or mandate coverage for unexpected changes in call volume
  • Develop shift-bid processes short-term schedules that align with long-term optimization plans

As Workforce Management Strategist, You Have…

  • A high school diploma or equivalent (required)
  • Post-secondary degree (or certificate) with a focus on Business Administration (a combination of work experience and education will be considered)
  • Capacity planning experience (required)
  • Minimum 2+ years of forecasting experience (required)
  • Minimum 2+ years of call center/Workforce Management experience
  • Previous experience using WFM tools (Verint /Blue Pumpkin, IEX, eWFM, etc.)
  • Minimum 2+ years of experience in contact center leadership including client relationship management (preferred)
  • The ability to effectively, accurately and concisely convey thoughts and concepts 
  • Strong analytical, problem-solving, technical, information-management and decision-making skills
  • Exceptional time management, organizational and prioritization skills to complete work in a timely manner 
  • The ability to build strong relationships with teams, client-partners and internal teams 
  • The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
  • Excellent verbal and written communication skills
  • Advanced knowledge of MS Word, MS Excel and Outlook
  • Adaptability to learn a variety of software programs
  • Superior attention to detail with an eye for accuracy for data entry

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