Qualifications

Bachelor’s or Graduate’s Degree in business, IT, data science, or business administration.

Negotiation abilities and time management skills.

A confident, natural leader and problem solver with demonstrated critical thinking and collaboration skills.

Advanced understanding of business process analysis.

Strong command of English language and good communication skills.

Responsibilities:

Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.

Execute on budget forecasts and owns the development and implementation of staffing and metric models, reporting and analysis.

Train team members, managers, and trainers on the use of workforce planning tools.

Communicate with management and operations team to ensure compliance with client and company dialing standards.

Modify call routing and campaign dialing to ensure calls are handled and dialed appropriately.

Develop reporting processes, dashboards and presentations to fulfill senior leadership reporting needs.

Collaborate to develop product marketing plans including market research, positioning, value proposition, and messaging that resonate with our target customers.

Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.