· Create long-term and short-term staffing plans reflecting the forecast volume, agreed shrinkages and staffing

requirements that meet the defined service level agreement.

· Provide timely hiring plans that reflect workload requirements based on provided forecasts.

· Proactively provides recommendations, key insights, and solutions to resolve any staffing and volume concerns.

· Analyze historical volume, arrival and staffing patterns and provide monthly and other long-range forecasts.

· Create/Plot schedules based on forecasted interval capacity requirements, revenue goals, and operating and budget


· Maintain and manage schedules through NICE IEX (including time off request approvals)

· Communicate schedules, schedule changes and schedule adherence regularly or as needed.

· Analyze schedule effectiveness and accuracy, and make the right recommendations for production changes.

· Evaluate actual trends based on metrics to generate a staffing analysis.

· Participate in internal meetings, client calls and any scheduling and forecasting reviews.


· At least 3-5 years’ of Workforce Management experience focusing on Forecasting, Capacity Planning and Scheduling

in a Contact Center/BPO operations in lieu of a degree.

· Experienced working with scheduling, forecasting and workforce management software (preferably IEX).

· Knowledge of staff planning, workload distribution and forecasting trend analysis.

· Advance experience with Excel and/or Google Sheet.

· Excellent Technical Expertise and Problem-Solving Skill.

· Strong verbal, written and visual communications skills.

· Flexibility with work schedule

· Ability to work autonomously.

· Detail oriented and Time Management Skill

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