Provides leadership, support, and overall direction to a team of WFA Analysts and WFA Specialists responsible for scheduling all work activities of the customer call centers.Provides analytical support for the Workforce Administration organization, creatively developing workforce staffing solutions, and developing daily workforce schedules and intra-daily scheduling solutions that meet/exceed business goals and objectives. Assume responsibility of overall management and maintenance of eWorkforce software solution. Is responsible for strategic planning and development of the capacity planning function as a key member of call center senior leadership team. Creates forecasts by drawing on historical, judgmental, and driver-based information. Provides analysis and maintain historical data in eWFM to ensure optimum productivity and operational results are accurately reported. Forecasts potential impacts to operations and ability to meet service goals for all activities.

Manages the day-to-day activities of the Workforce Administration team. A recruit, interviews, hires, and trains personnel for the Workforce Administration functions. Responsible for staff coaching and evaluation, delivers feedback, discipline, counseling, and performance reviews.

Develops and establishes Workforce Administration goals and assesses performance goals at the direction of the general manager. Oversees the process and development of all work schedules of Workforce Administration staff and ensures that the call center is appropriately staffed to meet service metrics agreements. Monitors staff adherence to work schedules, generates and delivers adherence/compliance reports for the management team.

Identifies and coordinates business development opportunities. Assists in development of procedures to ensure compliance to budgets, quality cost controls, and continuous improvements in call center metrics. Identifies business opportunities bases on analysis of reports (e.g. consolidate queues, changes hours).

Coordinates the implementation of improvement initiatives in order to benefit the overall call center strategy by advising and directing Customer Service Representative activities, involving call queues, workforce schedules and resource allocation.

Oversees the development and delivery of all management reports related to call centers and ensures accuracy of information to assist in the successful forecasting and scheduling of Customer Service Representatives. Provides analysis to ensure staffing and scheduling plans meet business goals and objectives, and makes recommendations for improvement.

Oversees intra-day workforce management (monitored in half- hour increments) initiating actions required to assure appropriate staffing levels necessary to achieve service level goals, including the oversight of the creation of all employee master schedules. Identifies peaks and troughs at set periodic intervals and makes recommendations to adjust resourcing requirements as appropriate. Monitors adherence and efficiencies by program and immediately reports deviations to management. With management direction, establishes traffic monitoring practices and principles to facilitate effective and timely adjustments as needed.

Develops, analyzes, and monitors ongoing key performance indicators to include service levels, handling times, absenteeism, etc., measuring daily and intra-daily workforce scheduling effectiveness and performance gaps. Coordinates and tracks productivity and provides ongoing detailed variance explanations. Ensures integrity of data in the eWorkforce Management database to ensure optimum productivity and operational results are accurately reported.

Analyzes trends and gathers input critical to accurate forecasting; provides analysis for forecasting and capacity planning. Compares actual results to forecasts on a daily, intra-daily, weekly, monthly, and annual basis to ensure appropriate staffing levels. Makes recommendations based on results for development/adjustment of staffing plans. With management direction, develops processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy.

Establishes regular and ongoing operational review meetings with call center leadership, Operations Mangers, and Group Supervisors to review center performance as it pertains to intra-day service goals, intra -day trends, off-phone activity, and forecast variance. Provide analysis, presentations, and recommendations for improvement. Communicates necessary adjustments to workforce requirements based on changing/dynamic forecasts.