Workforce Management
1 week ago
The Workforce Management Specialist is responsible for ensuring optimal staffing levels, efficient scheduling, and real-time monitoring of call center operations to meet service level goals. This role involves forecasting workload demands, managing schedules, and providing actionable insights to improve workforce performance and operational efficiency.
**Key Responsibilities**:
- **Forecasting & Planning**:
- Analyze historical call volumes, trends, and patterns to forecast workload demand.
- Develop short-term and long-term staffing plans to meet service level agreements (SLAs).
- **Scheduling**:
- Create and maintain agent schedules, ensuring adequate coverage for peak and off-peak hours.
- Coordinate time-off requests, shift swaps, and other schedule adjustments.
- **Real-Time Monitoring**:
- Monitor real-time call volumes, agent availability, and adherence to schedules.
- Adjust staffing or escalate issues as needed to maintain performance metrics.
- **Reporting & Analysis**:
- Prepare and distribute daily, weekly, and monthly performance reports (e.g., occupancy, service levels, shrinkage).
- Identify gaps and recommend strategies to improve operational efficiency and agent productivity.
- **Communication & Coordination**:
- Collaborate with team leads, operations managers, and HR to address workforce needs.
- Serve as the point of contact for any workforce-related concerns or emergencies.
**Qualifications**:
- Bachelor’s degree in business, statistics, or a related field (or equivalent experience).
- 1-3 years of experience in workforce management, preferably in a call center environment.
- Proficiency in workforce management software (e.g., NICE, Verint, or similar tools).
- Strong analytical skills with the ability to interpret data and make decisions under pressure.
- Excellent communication and interpersonal skills.
- Familiarity with key call center metrics (e.g., ASA, AHT, shrinkage, occupancy).
**Preferred Skills**:
- Experience with advanced reporting tools (e.g., Excel, Tableau, Power BI).
- Knowledge of call routing systems and queue management.
- Ability to multitask and adapt to changing priorities in a fast-paced environment.
**Job Types**: Full-time, Permanent
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