Job Summary Supports multi-site, multi-client and multi-channel service center operations with a blend of technical and business expertise. Responsible for developing and maintaining workload and staffing forecasts, analysis tools and reports, and weekly to interval-level staffing requirements for long-term scheduling. Presents forecasts and recommends staffing plans to management to ensure optimal service levels are met. Works closely with management to adjust forecasts and staffing plans in response to new factors or trends affecting requirements.Key Job Responsibilities • Develop and communicate a weekly view of long-term staffing and hiring requirements at enterprise and site level 52 weeks in advance to meet service center objectives, also known as a manpower capacity plan • Facilitate weekly planning meetings with relevant parties (Recruiting, Training, Operations, etc.) share and adjust accurate short and long-term workload and headcount forecasts • Elaborate hiring ramp plans based on request made to support changes within the account and host discussions to ensure all stakeholders participate • Provide timely, accurate and actionable 90 Day rolling multi-channel contact forecasts for multiple groups and/or locations, including multiple geographies which allow the business to staff and hire the correct number of employees at the correct time to meet service level objectives • Maintain reporting for headcount and hierarchy for all LOBs and business units • Administrator for Workforce Management Software • Perform statistical analysis of service center data (shrinkage, attrition, AHT, call volume, occupancy), including forecasting and historical trend analysis • Identify recurring problems with system processes, policies or procedures contribute ideas to resolve problems to better service the customer and/or improve productivity • Proactively work with managers to recommend efficiencies and affect change • Assist in the development and maintaining of data with accurate client information regarding participant population demographics and other factors impacting forecasting assumptions to improve accuracy • Generate ad hoc reports and perform analysis as required to support business needs • Provide data and supporting statistics to track and continually improve call center metrics • Evaluate daily, weekly and monthly metric trending and share analysis with Workforce leadership • Document all standard processes for key procedures in the scope of work • Other ad-hoc duties as assignedEnglish Alorica - Logística, Distribución