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WFM Executive - Provider Solutions - CCM - Operation - India - Aug - 2017

Collection and analysis and reporting of historical center performance statistics
Manage long-term forecast/ staff plan and lead monthly staff plan/ budget meeting
Work with Human resource, recruiting and Training to coordinate the hiring and training of new employee resources
Work with training and operations to coordinate multi skill training for existing agents
Oversee communication to new hires on schedule process
Oversee short-term workload forecasting
Oversee scheduling philosophy of schedule assignments
Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time
Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
Responsible for maximizing efficiency and occupancy while meeting service objectives
Oversee analysis and reporting of employee performance including schedule adherence
Recognizes and recommends operational and support improvements
Perform other duties and assignments as directed 

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