Core Tasks: 

• To manage and develop a small team of Forecasting & Planning Analysts, accurately prepare forecasts and budgets for call & non-call workloads and resources, monitor drivers against business change & developing models to improve accuracy. 

• To constantly monitor and propose effective shift patterns to match business requirements, optimizing performance of all ClearSource teams and maximizing agent satisfaction by providing flexible options, taking into account the location, accommodation, and agent groups. 

• To make recruitment recommendations and identify opportunities in staffing. 

• Assist the Workforce Manager in strategic planning and scheduling strategies for the business unit and oversee/manage a staff of Workforce Senior Analysts. 

• To identify and proactively manage changes to the shift patterns to deliver improved customer service, working as a team with Operations, facilitating smooth communication and transition, and maintaining and communicating a formal historical record of the changes and their impact. 

• To be aware of and record business, resource, and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, and reporting on expected and experienced results. 

• Through effective leadership and promotion of diversity, reinforce WFM practices in order to define and enhance individual and group performance.