Director of Workforce Development

Impact the bottom line: Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting.

Represent the Workforce Department: Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.

Support the Team: Consult with local managers, project managers, and other key players to define scheduling/forecasting requirements to meet call center metrics and communicate workforce scheduling and intra-day operations objectives.

Set the Path to Success: Implement and maintain intra-day workforce team responsibilities to assist service delivery in achieving desired performance metrics.

Take the Lead: Create procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps.

Be the Expert: Act as a resource to provide best practices to assist management in scheduling and workforce planning.

Uphold Performance Metrics: Analyze scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation.

Plan Ahead: Compile and interpret statistical information to calculate and project staffing requirements of department.