With a history that dates back nearly 250 years, Crane is now a fast moving international force in currency, technical materials and social stationery. Crane integrates best in class technology, design and engineering to innovate solutions of uncompromising quality for customers as diverse as central banks, industrial companies, specialty stationery retailers and their customers. Not only does Crane produce the paper upon which all United States currency is printed, we also provide paper, printing and security technology for more than 50 nations around the world. Our award winning Motion (tm) technology is the clear leader in counterfeit prevention and will be featured on the new U.S. $100 dollar bill. The Technical Materials business designs and manufactures products that purify the water we drink, cleans the air that we breathe and offers structural enhancements to materials for construction. The Stationery business produces elegant cotton based stationery, invitations and announcements under the William Arthur, Vera Wang and Crane & Co. brands for personal and corporate customers.
The primary job function of Crane’s Manager of Workforce Planning and Performance is to compile, track and analyze call volume trends, preparing call volume, weekly staffing schedules and monthly staffing forecasts for the contact center, as well as agent and service level performance reports. The Manager is responsible for all contact volume and handle time forecasting, FTE (full time equivalent) staffing forecasts, schedule adherence monitoring, service level monitoring, intraday planning and agent performance monitoring for the contact center. The Manager’s objective is to create a positive work environment that contributes to the center’s ability to deliver superior service to customers. The Manager is an expert in forecasting and workforce planning, and supports Crane’s goals through accurate forecasting, performance reporting and analysis, intra-day planning, and by making all intra-day schedule adjustments approved by the Director of Customer Service to enable the contact center to meet and exceed objectives.
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Crane & Co., Inc.
30 South Street
Dalton, MA 01226