• Forecast workload demands, staff allocations and headcount requirements up to 2 years in advance

• Facilitate monthly meetings to discuss trends, projections, and present a business unit capacity plan to meet contact center metrics

• Develop and customize manual capacity plan spreadsheets to be used in creating business unit headcount requirements

• Complete root cause analysis to determine and quantify reasons for headcount forecast to actual requirement variance and recommends changes to enhance forecast accuracy and effectiveness

• Partner with other teams to understand the key drivers for volume and AHT and incorporate into forecasting and staff planning

• Identify and research service level risks for problem resolution and management notification.

• Communicate necessary adjustments of workforce headcount need based on re-forecasted workload projections when necessary

• Maximize efficiency of resources for all impacted departments and recommend hiring solutions if necessary to provide adequate coverage

• Build relationships with internal customer groups, various levels of management, and multiple functions and groups to understand the key drivers and incorporate into headcount forecasting and planning

• Assist with New Hire Training, and complete adhoc reporting requests

• Identify and recommend process improvement opportunities to improve productivity, performance and customer satisfaction

• Serve as back-up for real-time management, scheduling, and short-term forecasting responsibilities

• Coach, mentor and facilitate sharing of best practices with peers and WFM SME resources as necessary

• Demonstrate professional behavior, teamwork, punctuality, dependability, and adherence to company policies & procedures

• Perform other tasks/projects assigned by the immediate superior

  LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

  Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .

RELX is a global provider of information and analytics for professional and business customers across industries.

We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.

In short, we enable our customers to make better decisions, get better results and be more productive.