Overview:
Responsibilities:

• Effectively schedule and forecast the production workforce.
• Utilize WFM tools and Staff Plans to manage short-term forecasting and staffing criteria.
• Oversee metric achievements, particularly those influencing financial performance.
• Recommend scheduling optimizations proactively to enhance service and quality.
• Provide proactive analysis and recommendations on Line of Business (LOB) trends.
• Analyze data to establish consistent reporting processes, procedures, and KPIs.
• Maintain accurate metrics and information needed for Forecast & Schedule runs in software systems.
• Prepare and deliver both general and ad hoc reports for internal and external stakeholders.
• Work closely with Leadership to ensure the implementation of staffing recommendations.
• Coordinate and assist cross-functional work teams to deliver timely and high-quality solutions.
• Collaborate with Operations, Training, and Recruiting to develop new hire schedules.
• Collaborate with relevant business segments to anticipate events impacting customer contact cycles.

Qualifications:

• 
  Bachelor's Degree in Business, Statistics, Finance or related field is preferred
• At least 3 years of forecasting and capacity experience
• Strong knowledge of contact center agent operations preferred. ( inbound, outbound, voice and non-voice LOBs)
• Exceptional English Communication Skills
• Tech - savvy: adept in various PC applications such as Microsoft Office (especially Excel - advanced knowledge required), Word, Power Point, Outlook, database software, and internet tools.
• Prior experience with Workforce Management (WFM) tools is essential. ( Verint background is a plus)

Note: Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination.


Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.


Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.