Leads the workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams

Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business

Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mind set

Partners with training and operations to coordinate all required training for the customer care center

Analyzing real-time call trends and adjust staffing to ensure service levels as well as company’s financial goals (efficiencies) are met

Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents