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forecasting sql erlang scheduling wfm📋 Description
- Own WFM across BPO partners and Mercury Banking Ops.
- Forecasting, scheduling, intraday across sites to hit utilization and SLA.
- Manage multi-site, multi-vendor routing and queue configuration.
- Balance workload with cross-site/cross-vendor real-time moves.
- Partner with Finance to tie capacity to budget and P&L.
- Build dashboards and operating reviews for leadership visibility.
🎯 Requirements
- 8+ years WFM across large contact centers.
- Experience across multiple sites and vendors/BPOs.
- Strong WFM fundamentals: Erlang modeling, shrinkage, occupancy, multi-skill routing.
- Proven Finance partnership to tie capacity to budget and P&L outcomes.
- Experience across lines of business with different service profiles.
- SQL proficiency; able to build models and dashboards from raw data.
🎁 Benefits
- Equity and benefits included.
- Competitive total rewards package.
- Diversity and equal opportunity employer.
- Accommodations available during recruitment.
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