Workforce Management Operations and Planning

ACD Operations & Planning is an internal team with presence in 4 different centers around the world that, under direct supervision, effectively forecasts labor requirements and creates and manages staff schedules to accomplish agreed Service Levels on a day-to-day and hour-to-hour basis for Sabre’s Global Operations. Distributes the necessary daily and monthly activities based on staff availability and volume of inbound contact traffic. Monitors live activities and time and attendance occurrences. Plans Vacation and leaves. Creates reports that will be used within the contact center. Coordinates with other departments when outages occur, and calls must be redirected.

EXPERIENCE- Minimum 1 year related experience. Understanding of the call/contact center's staffing availability and call volumes. Proficient computer software skills. Good written and verbal communication skills.

Job Requirements:

-Communicates effectively in written and spoken English with co-workers around the world.
-Shows basic proficiency using workload tracking tools.
-Shows proficiency in MS Excel handling.
-Ensures that approved methods, processes, and tools are consistently used.
-Will deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment
-Knowledge on any workforce planning tools considered a plus. Aspect eWorkForce Management in particular.
-Knowledge of live monitoring and call routing tools is a plus. Avaya CMS and Genesys CCPulse in particular.
-Programming skills and SQL are a plus.