Workforce Planning Associate, Client Care Ops
Core
Supports Client Care strategy and operations by defining strategic priorities, managing business planning, demand forecasting, and workforce planning in a non-customer-facing capacity.
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 optimization, Data reporting, Excel, Service level monitoring
Preferred skills
Real-time resource management, Staff planning, Trend analysis, Cross-functional collaboration
Technologies
Genesys WFM, CC Pulse, Avaya CMS Supervisor, IWD, IWS, Microsoft Excel
