Contact Center Workforce Management Supervisor/Sr. Forecaster

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Deloitte
Contact Center Workforce Management Supervisor/Sr. Forecaster
in
Lake Mary
Florida
Contact Center Workforce Management Supervisor/Sr. Forecaster
– Solution Specialist
- US Delivery Center
(Lake Mary, FL, Mechanicsburg, PA or Gilbert, AZ)
Are you an experienced, passionate pioneer in technology – a solutions builder, a roll-up-your-sleeves technologist who wants a daily collaborative environment, think-tank feel and share new ideas with your colleagues - without the extensive demands of travel? If so, consider an opportunity with our US Delivery Center – we are breaking the mold of a typical Delivery Center.
Our US Delivery Centers have been growing since 2014 with significant, continued growth on the horizon. Interested? Read more about our opportunity below …
The Team
The Contact Center practice is part of Deloitte’s Customer & Marketing offering. It focuses on advising, implementing, and operating contact centers operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients’ customers and develop new experiences for them. We are a matrix organization where we align various resource groups to deliver and provide high quality services.
What You’ll Do:
The Contact Center Traffic Supervisor/Manager is responsible for providing innovative leadership and oversight of the WorkforceManagement (WFM) function for contact center operations. The Supervisor/Manager owns the implementation and adherence to defined best practices for key WFM disciplines, including, but not limited to, optimized scheduling, work allocation, real time management, WFM performance management, and network allocation. He/She manages an effective reporting program that gathers, prepares, trends and analyzes operational activity as necessary for all project areas as needed for real time managing and directing of all Contact Center traffic.
Key Task
Directs the day to day contact center traffic, assuring that service level objectives are consistently met
Analyzes trends including contact volumes, contact patterns, staff productivity, staff capacity and resource allocation, and use results to make real time decisions regarding contact center staffing
Evaluates the need for and ensures the provision of reporting necessary for operations
Provides contractually required monthly and quarterly project status reports
Produces Performance Standards Analysis Report
Qualifications:
5 years of Workforce Management Experience in a Contact Center environment
4 years of managing an effective reporting program that gathers, prepares, trends, and analyzes operational activity as necessary for all project areas
4 years of generating reports in accordance with schedules and provides reports, background information, and report summaries for internal and external use
Experience analyzing call volume data and recommending staffing requirements accordingly
Experience working with Contact/Call Center Vendors
Excellent verbal and written communication skills
Bachelor's Degree preferred
Must live or relocate to the greater Lake Mary, FL, Mechanicsburg, PA or Gilbert, AZ area
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Additional US Delivery Center Requirements
Calabrio One is a plus
Should be sharp, proactive, good communicator and able to manage client expectation
How you’ll grow
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world. (****Recruiter tips
We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you’re applying to.Check out recruiting tips from Deloitte professionals. (****Category: Customer Relationship Management
About Deloitte
As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see ****for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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