About the job Workforce Services Specialist

Responsibilities:

• Report staffing needs andperformance issues impacting service levels on a timely manner and recommendsolutions to close gaps
• Analyze the impact of volume,AHT, planned shrinkage and other drivers to service level
• Create volume forecast andhandle time forecast for interval, daily and weekly staffing plan to ensurethat the center is appropriately staffed
• Determine appropriate staffinglevels needed to meet goals
• Administer shift bids acrosssites and clients/lines of business
• Manage and adjust employeeschedules and rotations to meet the work volume demand on each day

Qualifications:

• Graduate of any Bachelor’sdegree or undergraduates with relevant work experience
• Must have at least 3 years’experience in RTA, Scheduling, CapacityPlanning and Forecasting (needs to know manual, with a tool and create fromscratch)
• Must have...