Workforce Planning Associate, Client Care Ops
Core
Supports Client Care strategy and operations in a non-customer-facing capacity by defining strategic priorities, managing business planning, demand forecasting, and workforce planning.
Role type
Associate, Workforce Planning & Operations
Builds
Operational effectiveness and service level targets for Client Care contact centers
Domain
Financial Services / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Workforce management systems (Genesys WFM, eWorkforce), Call volume analysis, Demand forecasting, Schedule management, Data reporting, Excel, Service level monitoring, Agent adherence tracking
Preferred skills
Real-time resource management, Staff planning, Trend analysis, Cross-functional collaboration, Data-driven decision making
Technologies
Genesys WFM, CC Pulse, Avaya CMS Supervisor, IWD, IWS, Microsoft Excel
Responsibilities
Monitor service levels, abandon rates, and auxiliary utilization; Update and manage schedule exceptions in WFM systems; Generate and distribute attendance and forecast reports; Support call volume analysis and normalization; Recommend schedule adjustments for training, lunch, and PTO; Serve as liaison between Global Customer Care Services sites; Monitor dialer pacing and case creation; Create ad hoc reports for various departments; Monitor agent adherence and notify management of non-adherence; Review skills gaps and make recommendations.
Seniority
Associate, entry-level to mid-level
