This role requires a strategic mindset and exceptional analytical skills to forecast volume, demand, plan capacity and align workforce availability with the needs of the business. This role will focus on managing inbound and outbound call forecasting, capacity planning, scheduling efficiency and managing a team that is focused on real time adherence, trend analysis, and enhancing customer experience through data-driven insights.
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Take ownership of day-to-day call center performance as a Senior Team Lead. Drive team and individual productivity, ensuring schedulers and call center agents are executing efficiently and effectively. Actively monitor performance throughout the day—identifying issues, escalating when needed, and pivoting priorities as business needs evolve.