Work with management teams to oversee workforce optimization programs to ensure innovation and standardization of best practices across all divisions; - Define key metrics to provide managers a solid understanding of business performance; - Analyze historical trends and future projections to create forecasting, scheduling, and staffing plans This position forecasts and reports on call volume demand and directs the scheduling of sufficient staff and training for appropriate skills based routing based on historical and anticipated volume across all clients including long-term, medium term, and short term forecasting and scheduling adjustments. Directs the design of automated metric score cards, develops policies that impact work force positively and works with Performance Management to ensure the communication and enforcement of these policies. Analyzes real time and historical contact center performance and identify opportunities to improve performance. Identifies and manages the communication of real time volume drivers and system outages that impact performance. Bachelor Degree in relevant field with 2 - 4 years of relevant experience