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Posted:2 weeks ago| Platform: Linkedin logo

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forecasting planning analyze data forecast staffing scheduling management schedule monitoring reporting analytics collaboration communication onboarding

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities

📊 Forecasting & Planning

  • Analyze historical data and trends to forecast workload and staffing requirements.
  • Collaborate with department heads to understand upcoming campaigns or volume spikes.
  • Assist in capacity planning for upcoming weeks/months.

📅 Scheduling & Roster Management

  • Create efficient shift schedules ensuring adequate staffing for all operational hours.
  • Manage leave, shift swaps, breaks, and exceptions.
  • Coordinate with HR and Team Leaders for schedule adherence.

🕒 Real-Time Monitoring

  • Monitor, agent productivity.
  • Send alerts and escalations for any deviation from SLAs.
  • Optimize resource allocation during high/low volume periods.

📈 Reporting & Analytics

  • Generate daily/weekly/monthly performance reports.
  • Analyze adherence, occupancy, shrinkage, and productivity metrics.
  • Provide insights and recommendations for operational improvements.

🤝 Collaboration & Communication

  • Work closely with Team Leads, QA, HR, and Ops teams to ensure workforce alignment.
  • Participate in performance reviews and operational meetings.
  • Assist in new agent onboarding and WFM tool training.
Skills:- WFM

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