Through the application of workforce staffing methodologies you are responsible for planning and driving short-term resource strategies to meet our customer service center staffing needs. You will monitor internal and external factors that impactstaffing demand and make operational plans that lead the frontline business management team through the changes in resource need.  Operating as the principle communication link between workforce planning teams and frontline managementyou are in constant communication with all levels of the business, and you will need to be able to explain workforce planning concepts in comprehensible terms.

Main responsibilities include but are not limited to:

  • Utilize core WFM methodologies to manage operational changes in workload and shrinkage deriving from internal and external factors
  • Monitor internal system influences on staff requirements and drive workforce changes that meet the business needs
  • Monitor external factors that may impact workload volumes; calculate potential business impacts from these external factors; communicate action plans to the business that address the change in staffing requirements; lead the business through changes in workforce needs
  • Track system issues and assess the impact on operational performance; troubleshoot system problems with users; direct widespread system issues to the proper support team and manage the resolution back to the business
  • Make operational staffing plans for short-term business planning through the use of WFM staffing principles and methodologies
  • Act as the principle communication link between operational planning teams and the frontline business management team
  • Ensure contact center staff are utilized to provide optimum service levels for customers while contributing to a favorable work environment for employees
  • Perform analysis of operational resources pre & post hoc and report to leadership staff


  • Ability to analyze and identify workload trends and take appropriate action
  • Strong working knowledge of Excel
  • Excellent analytical skills and ability to identify patterns in data
  • Strong written and verbal communication skills
  • Tactful, mature, flexible and people oriented
  • Ability to work in a multicultural team environment
  • Capable to work under stressful situations
  • Excellent knowledge of spoken and written English is a must
  • Knowledge of workforce staffing strategies and methodologies preferred
  • Understanding of a call center environment and the often-conflicting goals of business, employees and customer satisfaction
  • Confidence and ability to explain contact center planning concepts in comprehensible terms to operations staff a plus
  • High degree of reliability and accountability


  • Knowledge of call center dynamics, including workforce staffing methodology &strategies preferred
  • Working knowledge of Workforce Planning software (i.e. NICE, Verint, etc)preferred
  • Working knowledge of Lucent CMS, Cisco IPCC or other telephony platformpreferred
  • Must be flexible, able and willing to work different shifts if needed
  • Certified in Workforce Planning a plus

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