Workforce Management Specialist

To manage care reporting, MIS, and all workforce management tasks, including analyzing agent historical performance; generating and overseeing schedules, and schedule adherence in order to enhance the overall customer experience journey within the Organizational policies and procedures.

Responsibilities

• Define the most accurate forecast for different functions and calculate the right sizing per function.
• Coordinate with operations team to implement work schedule, keep track of the changes to forecast, and shift swapping.
• Provide timely and accurate Management Information to support the Call Centre Management team in driving efficiencies at the team and individual agent level.
• Perform basic functions like running reports, exporting data, changing agent skills, and activating agent traces.
• Maintain accurate employee information in WFM and other databases.
• Monitor schedule adherence and notify the operations team when agents are out of adherence.
• Work out various alternatives for identifying staffing needs and sources.
• Manage day-to-day Dialer and report daily activity to include all relevant reports e.g., Calling list and campaign.
• Monitor the team and agent performance for inbound and outbound systems maintaining maximum productivity.
• Liaise with Shift Managers and Agents to maximize company campaigns.

Governance and Resilience

• Follow all relevant policies, procedures, and processes to carry out daily work in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement.
• Promote adherence to policies, procedures, processes, and instructions within the organization.

Daily Operations

• Follow daily operations relating to the job to ensure work continuity.
• Contribute to preparing timely and accurate reports that meet the requirements, objectives, and standards.
• Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner.

Qualifications

• 2 - 4 Years of relevant experience.
• Bachelor Degree in a relevant field is required.