LiveOps Inc.

Director, Workforce Management

US-AZ-Scottsdale
ID
2017-1089
Talent Acquisition Demand
1
Category
Operations

Overview

The Workforce Management Team is the heart of Operations and responsible for all LiveOps clients Call Forecasting, Scheduling, Pooling/Routing, Analytics and Agent Need-Capacity Planning.

Responsibilities

  • Manage and Quality Audit the Analysts work on all forecasting procedures for all clients
  • Developing tools and/or procedures to reformat this data to make it acceptable to LiveOps forecasting systems
  • Adjusting data from client reporting to represent actual expected forecasts based on past performance of programs and media
  • Create and update long term and short term call forecasts
  • Evaluating forecasts and adjusting methodologies to ensure constant high service levels
  • Master proprietary online analysis tools to support ongoing call center operations
  • Use available data to perform performance analyses of call center agents and identify predictors of success
  • Reporting performance on a regular basis
  • Identifying problems requiring attention of other departments based on weekly analysis of service levels
  • Consulting with strategic team and engineering team to continuously improve both tools and processes for optimal forecasting capabilities
  • Lead and manage a team; including regular meetings, coaching, and development

Qualifications

  • Minimum 8 years’ experience in WFM
  • Ability to understand and explain complex symptoms
  • Excellent writing and communication skills
  • Ability to work closely with and service multiple internal groups
  • Strong data analysis ability with high level attention to detail
  • Ability to think beyond pre-determined options to develop new solutions
  • Proficient in Excel
  • Basic understanding of statistical analysis of data to make informed decisions about forecasting based on past data
  • BA or BS degree or equivalent work experience required

Workers in this position will be in a general office environment and required to sit, stand, walk, bend, stoop and lift up to 50 pounds while operating office equipment and conducting daily duties.

 

About LiveOps:

 

Liveops delivers an on-demand skilled workforce of onshore virtual agents for customer service and sales. With no call center, overhead or wasted idle time, our pay-per-use model scales to meet seasonal or time of day spikes in demand.

 

More than 400 organizations across service industries including retail, health care, insurance and telecom trust Liveops to deliver an enterprise-grade workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.

 

LiveOps offers a culture of teamwork, passion and fun!  We offer outstanding benefits including insurance, 401k match, and a generous PTO plan.

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