The selected candidate will report to the Senior Manager, Optimization (WFM).  This is an excellent opportunity for a business-minded individual, capable and comfortable with challenging the status quo, all the while working effectively in a collaborative environment with all Client Operations units and levels.

 Job Duties/Accountabilities:

• Find opportunities
  • Work with customer operations stakeholders and workforce team, available reports and homegrown tools to identify potential improvement opportunities 
  • Assess collected data and conduct fact based analysis and business cases to support and/or define strategy
  • Apply statistical models to interpret data; maintain and apply a deep understanding of WFM and Operations practices
• Present findings to obtain sign off
  • Build PowerPoint presentations that will support recommended strategic change
  • Influence groups outside customer operations to rally our objective
  • Review benefits of potential strategic changes with directors and executives
• Lead execution of change to implement
  • Using project management methodologies, create and lead plan to execute necessary changes
  • Lead team of multiple stakeholders with different objectives
  • Get alignment from project team and stakeholders allowing business needs to be met
  • Lead necessary changes to internal processes
  • Work collaboratively in cross functional teams, where you are expected to be an advocate and influence on behalf of WFM
• Track improvements
  • Partner with our internal data analytics team to define best tracking methodology
  • Report on results and make necessary adjustments to optimize benefits

 Critical Competencies/Qualifications:

• Undergraduate Degree in Business/Finance, Statistics, Applied Science or similar related field is considered an asset
• 3-5 years experience in an Opportunity Identification, Reporting or Workforce-Management Related Discipline or Project Management role (Budgeting/Planning/Forecasting/Real Time support) 
• Familiarity with commonly accepted contact center industry practices, terminology, and key metrics
• Advanced Excel and PowerPoint skills, including presentation delivery 
• Excellent communications skills, both written and verbal (ability to effectively communicate and present to people at all levels) 
• Strategic thinker capable of identifying opportunities to enhance our business and processes