Workforce Optimization Sorcerer

Operations Department

Do you eat, sleep and drink numbers? The Operations team is looking for a savvy, forward-thinking Workforce Optimization Sorcerer to support the business with key insights into how our workforce is performing. Your goal as Workforce Optimization Sorcerer is to enable GCC to take control of all aspects of our staffing, and help our team understand how they affect the business's performance. You will put a large emphasis on improving performance incrementally over time. Your significant goals are to: Constantly Improve the Key Performance Indicators (KPI´s) of Capacity Planning, work to Optimal Scheduling, and Schedule Adherence. As Sorcerer, you will use your magic to enchant and engage various stakeholders and business leaders throughout the company, and you will be expected to provide valuable insight and data to help to shape the future ride of

Key Responsibilities:

  • Magical Forecasting and capacity planning
  • Manage contact center schedules (including day to day operation, training, coaching, and all events involved in capacity planning
  • Monitor and manage schedule adherence
  • Host daily capacity planning meeting
  • Manage PTO Calendars
  • Manage time clock adjustments
  • Provide real-time queue management
  • Reporting as associated with workforce optimization
  • Conduct analysis and provide insight to contact trends
  • Manage overtime report
  • Maintain attendance hotline
  • Set goals for yourself and strive to attain them
  • Contribute to the company by providing great ideas and feedback

Qualifications / Requirements

  • Strong analytical and potion-making skills
  • Demonstrated problem solving skills and ability to assist members when their needs are not always clearly defined
  • Possess the ability to work well with others while maintaining accountability
  • Excellent communication skills; both written and oral
  • Must demonstrate exemplary organizational skills
  • Ability to carry out tasks independently
  • Intermediate skill with MS Excel and MS Office products


Are you ready to roll-up your sleeves and show us just how powerful you are in the area of Workforce Optimization? If so, forward your resume, cover letter and salary requirements to our HR folks @

Apply Today! If you hold the skills and experience necessary for this position, we will contact you with details on our recruitment process. The position is expected to start in the next few weeks! is an Equal Employment Opportunity Employer (EEO).