Posted:1 week ago|
Platform:
Work from Office
Full Time
1. Forecasting and Scheduling: Analyze historical data and trends to forecast volumes, and create schedules for agents to meet demand.
2. Staffing and Resource Planning: Determine optimal staffing levels, skill sets, and resource allocation to meet business requirements.3. Scheduling Optimization: Ensure schedules are optimized to meet service level agreements (SLAs), minimize overtime, and reduce costs.4. Real-time Monitoring: Monitor real-time data, identify trends, and make adjustments to schedules as needed.5. Adherence and Compliance: Ensure agents adhere to schedules, policies, and procedures.6. Performance Analysis: Analyze performance metrics, identify areas for improvement, and provide insights to stakeholders.7. Reporting and Analytics: Generate reports on workforce performance, adherence, and other key metrics.
1. Intra-day Management: Manage intra-day scheduling, breaks, and time-off requests.
2. Agent Scheduling Preferences: Accommodate agent scheduling preferences while ensuring business needs are met.3. WFM Process Improvement: Continuously evaluate and improve WFM processes to enhance efficiency and effectiveness.4. Collaboration with Stakeholders: Work with operations, HR, and other stakeholders to ensure alignment and effective workforce management.
1. Analytical and Problem-Solving Skills: Ability to analyze data, identify trends, and make informed decisions.
2. Communication and Interpersonal Skills: Effective communication and interpersonal skills to work with various stakeholders.3. Technical Skills: Proficiency in WFM software, Excel, and other relevant tools.4. Attention to Detail: Ability to maintain accuracy and attention to detail in scheduling and reporting.
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