Workforce Manager

Workforce Manager

Sitel Licensed Insurance Services
Not Specified
Not Specified

Job Description



ABOUT US

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel's 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visitto learn more.
SUMMARY OF RESPONSIBILITIES
Ensure workforce management process and procedures are in place and followed by the site
Should have an experience on capacity management and will manage day to day capacity management (Seating, Support Ratio)
Project management experience an advantage
WORK EXPERIENCE
Four (4) years relevant experience

EDUCATION
Four-year college degree or equivalent combination of education and experience
KNOWLEDGE / SKILLS / ABILITIES
Interpersonal skills
Problem solving skills
Felicity with forecasting tools
Control charts - specially IMR
Skilled in use of Advance Excel Tools
Use of Erlang for staffing calcualtions
Skilled in use of What-if Analyses
Must understand the complexities of scheduling in multi-skill and multi-site environment

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