Job Description
Key Responsibilities:
- Manage scheduling, attendance, and staffing requirements.
- Monitor real-time performance and address staffing gaps.
- Support forecasting, capacity planning, and reporting.
- Analyze workforce metrics and recommend improvements.
- Coach Workforce Analysts and coordinate with Operations teams.
Qualifications:
- Experience in Workforce Management within a BPO/contact center environment.
- Knowledge of forecasting, scheduling, and real-time management.
- Strong analytical, reporting, and leadership skills.
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.