Job Description

Workforce Management effectively monitors and tracks call flow volumes to ensure service standards are met. The Lead Consultant will perform complex staffing and forecasting models to drive service level and customer satisfaction results to achieve and exceed service level guarantees and smart goals

Job Responsibilities

Create and maintain accurate volume forecasting models at regular intervals
Provide short term and long-term strategic planning
Communicates call volume fluctuations and staffing models to support the service levels 
Volume forecasting and staffing recommendations for reps
Provides timely and accurate reporting including scorecards and trending as required
Provides analysis and thought leadership around call and cost optimization to Operations Manager
Completes individual tasks, assignments and/or long-term projects through applying professional judgment, knowledge, and experience