When you join Accurate Background, you re an integral part of making every hire the start of a success story
Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions
Job Description
Support organizational capacity planning needs by managing short and long-term volume forecasts and staffing model results
Meet with management to review staffing models and future forecasts; make recommendations for improvement as needed
Operate the internal processes, scheduling templates, user profiles, rule sets, auto scheduler functions, to support efficient scheduling
Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to management when needed
Ensure reports showing key efficiency, performance, and quality metrics are accurate and available
Analyze and forecast real-time patterns for multiple agent skills associated with varying call types to drive efficiency and productivity
Identify, evaluate and report call center trends and differentiate between workflow, technical, external, or staffing
Support a team environment through regular contact, communication and meetings with staff and the management team
Review reporting and communications to ensure accuracy and clarity
Requirement
Experience creating and managing staffing models and staff schedules for multi-channel contact center organizations
Familiarity with standard contact center workforce management tools, experience with RingCentral/CXOne specifically is a plus
Intermediate Excel skills
2+ years of demand forecasting, capacity planning, and scheduling experience
Experience developing and generating call center workforce plans, analysis, and schedules to maximize efficiency
Experience with contact center scheduling and workforce management solutions
Strong decision making, complex problem solving, and excellent communication skills
Ability to build genuine relationships quickly
Ability to prioritize and meet tight deadlines
Accustomed to making sound and timely recommendations based on diverse data
Intermediate skills using the Microsoft Office Suite
