Key Responsibilities:

Conduct workforce analysis to determine staffing needs and optimize resource allocation
Analyze historical data to identify trends and forecast future workforce needs
Collaborate with department managers to understand their workforce requirements and provide recommendations for staffing levels
Develop and maintain staffing schedules to ensure appropriate coverage and meet business demands
Monitor and report on key performance metrics such as service level, average handle time, and workforce utilization
Identify opportunities for process improvement and cost savings through workforce management strategies
Conduct regular audits to ensure accuracy and compliance with company policies and procedures
Stay up-to-date with industry trends and best practices in workforce management to continuously improve processes and systems
Train and mentor team members on workforce management tools and techniques
Communicate effectively with all levels of the organization to provide insights and recommendations based on data analysis

Requirements:

Bachelor's degree in Business Administration, Mathematics, Statistics, or a related field
3+ years of experience in workforce management, preferably in a call center environment
Proficient in workforce management software, such as NICE, Aspect, or Verint
Advanced Excel skills with the ability to create complex spreadsheets and perform data analysis
Strong analytical and problem-solving skills with the ability to interpret and present data effectively
Excellent communication and interpersonal skills to collaborate with cross-functional teams and present findings to senior leadership
Ability to work independently and manage multiple tasks in a fast-paced environment
Flexibility to adapt to changing business needs and support off-hours operations when necessary

At Lobox, we value diversity and are committed to creating an inclusive workplace for all employees. We offer a competitive salary, comprehensive benefits package, and opportunities for growth and development. Join our team and be a part of a company that is dedicated to making a positive impact in the world.

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