Job Description/Responsibility
- Create and update intra-day schedules in a multi-channel tiered support environment with a remotely distributed workforce and make recommendations for real-time resource re-allocation
- Manage intra-day schedule updates to balance SLA and shrinkage
- Create and design ad hoc reports for data analysis pertaining to agent scheduling, call volumes, web, chat volume
- Provide mentorship to Real-Time Analysts and Team Leads surrounding WFM best practices
- Provision agents within business systems to create optimal project performance and make recommendations for improvement
- Make recommendations for improvements in project performance based on analysis of forecast to actuals
- Assist and direct the day-to-day contact center call flow, assuring that service level objectives are consistently met
- Determine, document, and escalate concerns on agent performance to management
- Accurately track and manage contact center schedule adherence
- Complete and manage schedule exceptions/adjustments for the company
- Ensure the accuracy and timeliness of data by working time off, schedule changes, and other types of requests
- Conduct analysis and recommend solutions to real time performance issues
- Take the lead on projects, research and resolve operational items escalated by workforce management
Education Requirements
- Bachelor/ Honors(Bachelor Degree in any Discipline) completed.
Experience Requirements
Minimum 2 years of experience is required.
Additional Experience Requirements
- 2+ years of Workforce Management experience in a multi-channel, multi-skill service center environment
Skills Requirements
- Highly organized self-starter; able to multitask and excel in ambiguous situations
- Strong technical skills in Excel/Google Sheets
- Experience with NICE or similar ACD platforms, Salesforce or similar CRMs, and Assembled or similar WFM platforms
- Effective application of relevant statistical forecasting, workforce management methods
- Demonstrated ability to perform comfortably in a fast-paced, deadline-oriented work environment requiring juggling of multiple priorities
- Experience performing quantitative and qualitative analyses of existing business processes and call center metrics based on in-depth knowledge of organizational and or client objectives
- Outside of the box thinking, we are still in a growth status and need someone who is excited and willing to challenge the status quo
- A track record of delivering in spite of competing priorities
Work Area
- Applicant should have experience of working in the following category(ies): General HR
Industry Type
- Experience should include the following skills: Hospital/Diagnostic Center
Job Location
Apply Instruction
Application Deadline: 17 Sep 2024
