Teams at InteLogix

Develops long-term contact center volume, workload, and staffing forecasts for 3–18 months. Converts forecasts into FTE requirements, hiring plans, and ramp schedules; models attrition, shrinkage, seasonality, and growth scenarios; maintains capacity models; monitors forecast accuracy; partners with Finance and Recruitment on budgets and headcount; and recommends actions to address capacity gaps.

Builds and maintains automated workforce-management reports and dashboards using data from ACD, WFM, CRM, and HR systems. Analyzes contact-center metrics and trends, ensures reporting accuracy and consistency, provides leadership insights and recommendations, supports ad hoc analysis and business reviews, and documents report definitions. Requires advanced Excel, SQL, and familiarity with Power BI or Tableau.

Supervise workforce management schedulers, planners, and analysts; oversee workloads, schedules, reporting, staffing, service levels, intraday adjustments, exceptions, and escalations. Coach employees, conduct performance reviews, support hiring and onboarding, and coordinate with operations leaders. Ensure accurate and timely deliverables while protecting service levels, adherence, productivity, and team development using WFM platforms, telephony systems, Excel, and reporting tools.