Nova Call Center Services is looking for a WFM provides vision and leadership to in workforce management areas such as: Forecasting, Scheduling, Analysis and Real-time management. 
Key Accountabilities:
Maintain accurate forecasts, capacity plans, and schedule plans.
Ensure that forecasts, capacity plans, and schedules are generated in a timely and accurate fashion.
Offer strategic recommendations to improve productivity while balancing service levels.
Work with Operations to develop processes for shift types, vacations, and other schedule exceptions strategies that maintain the employee needs/Client requirements balance.
Manage the implementation of new programs from a Forecast, Capacity Planning, and Scheduling perspective.
Ensure that all reports and trackers are up to date.
Participate in meetings with stakeholders as needed.
Partner closely Real Time Support resources.
establish and utilize benchmarks based on relevant metrics and industry best practices.
Generate various reports for different stakeholders.
Qualifications:
2 - 4 years previous Contact Center WFM experience.
Prior experience in outsourcing companies is preferred but not required.
High proficiency with computers, Excellent knowledge and use of word processing, spreadsheets, and database systems.
Broad knowledge of inbound & outbound contact center environment.
Exceptional verbal and written communication skills.
The ability multi-tasks in a professional & courteous manner.
Must have analytical and troubleshooting expertise.
Ability to work a flexible schedule.