Act as a key partner to contact center leadership and peers, providing proactive support and a high level of service.
Create staffing plans that align forecasted demand with service level goals and customer expectations.
Monitor system performance and KPIs in real time, making adjustments to keep service levels and productivity on track.
Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company focused on exciting opportunities within the home, security and commercial building markets. They have transformed their workplace into an environment where smart, ambitious people have the support to reach their fullest potential.
Own workforce scheduling for a 24/7, 365 multi-channel customer support operation.
Develop and maintain optimized agent schedules that align with forecasts, staffing plans, and service level targets.
Design shift structures, break and lunch placements, and staffing patterns to ensure adequate coverage during peak demand periods.
Aura is on a mission to create a safer internet. They are a team of over 400 people worldwide and is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations.
Build, publish, and optimize schedules for assigned contact center teams.
Use forecasted workload, staffing models, and scheduling rules to create efficient schedules.
Partner with Contact Center leadership and internal stakeholders to support workforce planning and operational needs.
TDS Telecom provides high-speed internet, TV entertainment, and phone services to communities across the U.S. With over 50 years of experience, they are committed to building fiber optic networks and serve over 1 million connections.
Build & own capacity models including all volume and staffing forecasts
Pull and analyze large datasets from WFM tools, operational systems, and product data
Identify the real drivers of demand, variability, and risk
Wheel is evolving the traditional care ecosystem by equipping innovative companies with a platform to deliver virtual care at scale. They offer strategies and technologies to foster consumer engagement, build brand loyalty, and maximize return on investment.
Own the framework for converting forecasted demand and production volume into required labor hours.
Calculate and publish defensible weekly hours targets by department and site.
Lead deep analysis of Planned vs. Actual hours performance, distinguishing model gaps from execution gaps.
Hims & Hers is a health and wellness platform committed to helping people feel great through better health by putting the customers first. They are redefining healthcare with personalized care from diagnosis to treatment with a talent-first flexible/remote work approach.
Design and configure Genesys Cloud Workforce Management capabilities.
Participate in Genesys Cloud WFM implementations and rollouts.
Support operational teams through training and knowledge transfer.
Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation. They support digital transformation for some of the world's largest enterprises, maintaining a values-driven organization with a culture of relentless performance. They operate in over 25 countries and retain nearly 1000 full-time professionals, experiencing an annual growth rate exceeding 25%.
Ensure service level targets are met; maintain the right headcount, and calculate call capacity
Undertake majority of call forecasting and agent scheduling for the contact center
Monitor Contact Center telephony platforms Implementation, workflows, and manage new technologies
Curana Health is a national leader in value-based care, offering solutions to senior living communities and skilled nursing facilities. Founded in 2021, they serve over 200,000 seniors in 1,500+ communities across 32 states with a team of 1,000+ clinicians and professionals.