JOB SUMMARY: Daily oversight and management of the Workforce Management Team. Administration and set up of WFM software and ACD reporting administration of communications to and from Call Center Leadership. Management of data collection, reporting and analysis of Call Center performance and statistics. Management of workforce planning and scheduling to include future forecasting of call volumes to ensure proper staffing levels across multiple lines of business and in a blended call center setting. Oversees short-term workload forecasting and scheduling of discretionary activities. Directs intraday manage of scheduling procedures, analysis of real time workload requirements and call routing to manage performance to serv