Key responsibilities:
- Analyze long-term forecasts and call routing strategies to improve the efficiency of their business through better utilization of their resources
- Knowledge and application of planning theories and forecasting methods
- Formulate actual and future resource requirements to support business decisions around training and recruitment
- Expertise in using all essential applications and systems for line management (e.g Aspect eWFM, AIDA, Dakota, Firefly, OPT, MI Webview, Sharepoint)