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Equifax Inc

Director Workforce Management

Equifax Inc - Saint Louis, MO

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. Montiors contact center, pipeline, and financal performance and identifies opportunities to improve. Serves as central liason 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. dentify 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. Full time

12 days 16 hours ago

Equifax Inc


Director Workforce Management Equifax Inc - Saint Louis, MO, United States


Location: Saint Louis, MO

Company Profile:
Equifax Inc. provides information solutions and human resources business process outsourcing services for businesses, governments, and consumers. The company’s U.S. Consumer Information Solutions segment provides consumer information services, such as credit information, credit scoring, credit modeling, locate, fraud detection and prevention, identity verification, and other consulting services; mortgage loan origination information, appraisal, title, and closing services; consumer financial marketing services; and identity management services. Its International segment provides information services products, which include consumer and commercial services, such as credit and financial information, and credit scoring and modeling services; and credit and other marketing products and services. The company’s Workforce Solutions segment offers employment, income, and social security number verification services, as well as employment tax and talent management services. Its North America Personal Solutions segment sells credit information, credit monitoring, and identity theft protection products directly to consumers through the Internet and hard-copy formats. The company’s North America Commercial Solutions segment offers commercial products and services comprising business credit and demographic information, credit scores, and portfolio analytics, which are derived from its databases of business credit, financial, and demographic information. Equifax Inc. serves customers in financial services, mortgage, human resources, consumer, commercial, telecommunications, retail, automotive, utilities, brokerage, healthcare, and insurance industries; and state and federal governments. It has operations in Argentina, Canada, Chile, Costa Rica, Ecuador, El Salvador, Honduras, Mexico, Paraguay, Peru, Portugal, Spain, the United Kingdom, Uruguay, the United States, and the Republic of Ireland. The company was founded in 1899 and is headquartered in Atlanta, Georgia.