Senior Workforce Management Professional

hace 2 meses


San Francisco, Heredia, Costa Rica Experian A tiempo completo

Unlock the Power of Data with Experian

We are an innovative company that utilizes data to drive opportunities for consumers, businesses, and society.

About the Role:

As a Senior Workforce Management Professional at Experian, you will play a critical part in driving business success through strategic workforce planning. Your expertise will be crucial in developing forecasts and capacity plans, ensuring efficient staffing levels to meet client needs.

Key Responsibilities:

  • Develop and maintain accurate forecasts and capacity plans, incorporating variables like call volumes, Average Handle Time (AHT), Attrition, and staffing requirements.
  • Collaborate with cross-functional teams to implement process improvements and strategic initiatives, enhancing overall operational efficiency.
  • Analyze workforce management metrics to identify areas of improvement, providing actionable recommendations to optimize performance.
  • Maintain and improve forecasting models, ensuring data-driven decision-making across the organization.
  • Work closely with leadership to align workforce strategies with business objectives, driving growth and revenue.

Requirements and Qualifications:

  • A minimum of 3 years of experience in workforce management within a large contact center (300+ FTE).
  • High school diploma or equivalent required; degree in a related field preferred.
  • Strong analytical skills, with proficiency in budgeting, staff planning, and process improvement.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders.
  • Experience working in a fast-paced environment, prioritizing tasks, and meeting deadlines.

About Us:

At Experian, we value diversity, equity, and inclusion. We believe every individual brings unique perspectives and skills, which we encourage to thrive in our inclusive workplace. If you're passionate about utilizing data to drive business outcomes and committed to excellence, join our team today



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