Workforce Strat Planning Spec

Requisition No. 8098BR Title Workforce Strat Planning Spec Job Description This position is responsible for the call volume forecast, hire plan, and capacity planning for the GCSO call centers. The position provides direction and recommendations on short-term (one to three months) and long-term (four to twelve months) impacts to staffing plans for all products supported to the call center(s) senior management and workforce organizations on a weekly basis to ensure that service level expectation and operational effectiveness is achieved at GCSO call center(s) that average 3000 agents in total. This position is also responsible for the workforce analysis on all call center migration activity and new business opportunity. Additional responsibilities include producing forecasts for vendor sites that in turn create staffing models of their own. These vendor forecasts are monitored and used in assessing vendor performance and compliance to contractual staffing obligations. The position provides workforce analysis on agent, seat, and efficiency expectation for current business migration plans (from site to site) and new business opportunities. This position also requires working with the Finance departments on monthly and annual financial forecasting and planning. This position is also responsible for supporting special projects that require workforce analysis. Candidate Requirements Degree preferred 2+ years experience working with Microsoft Office required. 2 to 4 years experience in a contact center environment preferred. Experience in using analytical and trend analysis preferred. Experience working with complex technical networks (PBX/ACD) and scheduling applications Experience with Aspect eWFM highly desirable. Ability to promote positive work environment. Strong communication skills. All Possible Work Locations UNITED STATES-MD-HAGERSTOWN Primary Work Site Building Address 1 Western Maryland Parkway Functional Area Call Center Shift Type Days Work Days Monday - Friday Posting Currency USD Posting Range $34600 - $54400 Full/Part Time? Full-Time

Please refer to job code firstdata-92769 when responding to this ad.

Category:	Human Resources
	> Other Human Resources
Location:	HAGERSTOWN, MD
County:	Washington County
ZIP Code:	21740
Pay Rate:	Open
Job Terms:	full time
Company:	First Data
Phone:	email only please
Fax:	email only please