Job Responsibilities Include:

• Provide input for the Daily Enterprise Staffing Call for of day-of staffing and future days concerns. Responsible for reviewing action plans and any follow up or deviation to the action plans presented by the sites
• Always maintain a 5-Day Staffing Outlook to eliminate same day staffing shortages
• Continuously monitor metrics for all Business Units to observe and react to any trends that are being observed throughout the day across the Global Enterprise
• Cultivate relationships with each supplier, with a comprehensive understanding of contract expectations and limitations
• Assist with skill management and leveraging
• Host operational bridge-lines
• Assist with technical issues and potential technical bridge-lines
• This individual will be required to communicate effectively with Management and the partners
• This individual will be responsible for performing analyst duties as needed to ensure proper coverage throughout the day and managing the day-to-day key performance metrics.Skills/Qualifications
• Bachelor’s Degree or equivalent workforce management experience preferred
• 2-3 years of experience in forecasting, monitoring, and analysis of customer contacts in a contact center real-time environment preferred. Technical or automotive experience a plus• Highly innovative and creative thinker
• Must possess the ability to analyze trends and act appropriately• Willingness and ability to adapt to a frequent and fast-pace changes
• Excellent written and verbal communication skills
• Working knowledge of industry standard contact center technology (ACD, IVR, Network Features), reporting automation applications
• Able to work with others in a highly collaborative way: listens to others’ input, values outside perspectives, continuously seeks feedback
• Thorough knowledge of NICE IEX WFM (centralized, multi-media, multi-site) preferred• Comprehensive understanding of contact center metrics
• Proficiency in the following tools are ideal: MS Teams, Skype, SharePoint, Microsoft Word, Microsoft PowerPoint, Microsoft Excel (including knowledge of Macros), IEX, CCPulse, Salesforce, CXOne, DCCM, Global Advisor Application and Siebel

Job Types: Full-time, Contract

Pay: $19.80 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Shift:

• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person