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Agent Traffic Mgr. --Long-term Contract

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The Traffic Manager will add value to the business by creating and maintaining a framework for tracking resource capacity and project demand. Initially this role will create the process and tools needed for resource capacity tracking and establishing changes to team processes to support this type of tracking. Ongoing, this role will support the development and delivery of resource plans and project demand hours. Provide support and accurate information to all levels of management in relation to deployment of available resources against project demand. Identify and implement process improvements for the In House Agency team.

Desired Skills and Experience

The ideal candidate for this role will have:
• Experience in Agency Operations and Traffic Management
• Proven track record of process improvement and implementation
• Knowledge of project/resource/routing tools and their capabilities
• Ability to influence team members during process changes
• Experience within a data intensive organization, ideally within retail, or an environment in which significant volumes of data are regularly used to drive insight.
• A high degree / expert level of competency in MS Excel (Pivot Tables & VLOOKUPs)
• First class data manipulation and analytical skills
• Strong analytical skills
• A good level of knowledge of workforce management
• The ability to maintain and build capacity planning and resource planning models along with models to support their functioning

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