Forecasting Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceeded
Understand all aspects of staffing and capacity management for all sites directly responsible
Organize and create methods of communication policies and procedures that work in collaboration with Operations Training and Quality Information Technology and Human Resources at all levels
Provide clear and concise reporting of team skill and center statistics such as service level occupancy interval adherence and absenteeism at determined frequencies
Make recommendations to implement improved processes
Responsible for respective departments overall performance and for motivating team to exceed department goals and objectives
Knowledge understanding and compliance with company policies and procedures
Accountable for all decisions actions and directives made to his/her team
Responsible for progressive discipline with regards to attendance performance and all aspects of company policy up to and including termination
Follow up in a timely manner to ensure customer satisfaction
Provide feedback to management concerning possible problems or areas of improvement
Perform other duties as assigned by management
Experience:
23 years experience in capacity planning client interaction forecasting workforce analyst
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