Job Summary Supports multi-site, multi-client 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 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 staffing needs. Key Job Responsibilities • Develop and communicate scheduling requirements to meet service center objectives • Facilitate planning meetings with relevant parties share and adjust accurate short and long-term workload and headcount forecasts • Assist WFM Analysts in updating data and segment entries in Workforce Management Software • Maintain reporting for headcount, schedules and hierarchy for all LOBs or business units • Administrator for Workforce Management Software • Request all credential information for NHO or other relevant parties • Provide ongoing schedule adjustments to align with current patterns • Schedule and communicate ongoing training initiatives • Manage vacation approvals and updates with allowed allocations to meet objective SL • Administrate and provide maintenance of Workforce Management software • Perform statistical analysis of service center data, including forecasting and historical trend analysis • 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 the correct number of agents at the correct time to meet service level objectives • 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 • 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 • 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 • Perform daily and weekly performance calculations and distribute reports on key metrics such as handling time, transfer rate, adherence, attendance, calls per hour • 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 assignedMinimum Education and Experience: * 6 months previous Workforce experience required. • High School Degree, GED or other equivalent education Bachelor’s degree preferred or equivalent work experience • Strong knowledge of MS Office • Advanced level knowledge of MS Excel, including ability to write advanced formulas • Knowledge in MS Access a plus Knowledge, Skills and Abilities: • Excellent communication skills, problem solving, and decision-making abilities • Demonstrate flexibility to adapt quickly to departmental changes and conditions • Strong analytical and organizational skills, including trend analysis • Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities • Proficient with time management • Ability to utilize abstract reasoning techniques to develop and establish creative solutions • Ability to meet deadlines, work outside of normal schedule with little or no notice, and perform additional tasks as assigned • Ability to manage time and balance multiple priorities • Experience in the Call Center industry is required • Knowledge of project management methods, and ability to work in a teamEnglish Alorica - Administración