Workforce Management Director

Equifax powers the financial future of individuals and organizations around the world. Using the combined strength of unique trusted data, technology and innovative analytics, Equifax has grown from a consumer credit company into a leading provider of insights and knowledge that helps its customers make informed decisions.

Responsible for the analyzing, forecasting and reporting of staffing impacts that lead to missed SLA. This position analyzes, 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. Fully responsible and accountable for the design of automated metric score cards, develops policies that impact work force positively and works with leadership 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. Forecasts training and recruiter needs.

* Analyzes and forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term. * Fully responsible and accountable for the design of metric score cards/dashboards and policies that impact work force positively. Monitors contact center, pipeline, and financial performance and identifies opportunities to improve. Serves as central liaison between locations and BPO partners. * Schedules agent shifts and communicates shifts to appropriate team members. Moderates use of Paid Time Off, leaves of absence and serves as liaison to operations and recruiting. Trends call arrival patterns and proactively adjusts staffing accordingly. * Identify and make recommendations for call routing anomalies and serves as telephony and technology liaison. Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion. * Works closely with operations, finance, and account management to resolve complex labor and call distribution issues between locations, clients, and products. * May be asked to provide service center-related data or analytics for business unit or operations projects. * May be asked to lead or participate in call center technology or BPO projects

* Bachelor's Degree required. * 7+ years of relevant experience, including experience in call centers and with call center workforce planning. * Experience with industry leading Workforce Management Tools (i.e. Calabrio, Verient, IEX) * Experience with skills-based routing tools to allocate service center resources. * Experience with a service center reporting tool. * Advanced SKILL LEVEL FOR MICROSOFT EXCEL/WORD * Must have thorough understanding of service levels required for each service center team and business area supported. * Must exhibit strong organizational, problem-solving, and analytical skills. * Must show excellent attention to accuracy and detail. * Must have proven planning and prioritization skills. * Must be Self Motivated.