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Originele vacaturetekst

Workforce Manager, Energy Products - Las Vegas

The Role

This Workforce Manager position is part of the Las Vegas Energy Workforce Management team. This role is responsible for forecasting contact center work with a split of 90% inbound and 10% outbound customer care call types. They will work closely with the contact center leadership teams to understand volume drivers in order to predict future volume with limited variance on the daily and weekly levels. This will require advanced analytical skills to analyze historical contact volumes to identify what drives volume into Tesla Energy Customer Support center. This will also require strong communication and collaboration with the numerous operational teams at Tesla to understand what drives contact volume into those groups.

Principle Responsibilities and Duties:

• Work with operational teams to understand variables that can influence contact volume in order to forecast future volume with limited variance

• Developing a short, mid and long-term forecast based on our service delivery strategy using statistical modeling

• Analyze call volume drivers and trends; creating solutions and recommendations to address potential risks in advance

• Create weekly forecasts across multiple queues within Tesla Energy Customer Support Team

• Support real-time and scheduling analysts

• Provide the Customer Support leadership team with a weekly variance analysis

Requirements (preferred):

• 3+ years of forecasting experience in an inbound contact center environment

• 5+ years of contact center workforce management experience

• Advanced skills in Excel and Avaya / Verint

• Advanced skills in Avaya / Verint

• Advanced analytical skills

• Demonstrated ability to work closely with multiple stakeholders to meet business objectives

• A strong desire to champion change

• Ability to perform analysis of KPI trends

Uren per week: Full-time