POSITION SUMMARY:   This position is responsible for working with the divisions on forecasting volume in the Contact Center for Telemarketing, Customer Service and iNet. The position is responsible for planning and executing hiring, training and technical strategies to manage the seasonal volumes and achieve all objectives.  In addition, this position will be responsible for project management and implementation.

DUTIES/RESPONSIBILITIES: 

1.        Analyze call volume, talk time and other trends to determine staffing levels in a call center receiving 10 million calls per year and an average staff of 900 associates.

2.        Work with individual brands to determine staffing levels at the weekly level and then down to half hour increments.

3.        Work with the Contact Center Senior Management team to determine variables for average handle time, turnover, absenteeism, over/under staffing levels and hiring plans. Create models and reports to track and identify trends in variables in order to meet efficiency and service goals.

4.        Partner with Manager, Customer Relations Support to ensure efficiencies and service levels maintained, as well as provide input on design, review and recommendations in call flows.  Position expected to cross train roles and responsibilities with Manager of Customer Relations Support.

5.        Complete ROI analysis, ad hoc analysis and various reports as necessary.

6.        Lead the contact center budget process by creating budget documents, providing forecasting data and analysis of variables.

MINIMUM QUALIFICATIONS:

·         Bachelor’s degree preferred.

·         5-7 years of related forecasting and technical experience in a call center preferred.

·         Detail oriented with strong analytical ability.

·         Ability to identify problems and long-term solutions.

·         Strong PC skills to include TCS Scheduling Software, MS Access and MS Excel.

·         Basic understanding of Telephony infrastructure a plus but not required.

·         Excellent organizational and project management skills required.

·         Interpersonal and leadership skills required.

PLEASE APPLY AT WWW.REDCATS.COM, CLICK ON THE CAREERS TAB