Description:
As a Senior Workforce Management Analyst, you will work within Post Sales Organization & teams across the business to manage motive’s customer engagement. Additionally, you will use your strong analytical and problem-solving skills, while thriving in a challenging and fast-paced environment.
What You’ll Do
- You will be Responsible for providing support to operational staff remotely and ensuring smooth delivery of Quantitative SLAs/KPIs through efficient workforce management.
- Prepare all operational reports which include Client/Internal SLA reports and daily and real-time adherence reports as well as manage Crisis/Outages, restricting operations.
- Develop and align customer/internal-facing SLAs and KPIs with Delivery Leadership.
- Create interactive dashboards & reports using BI tools such as tableau on historical data for data driven decision making to maintain business KPIs.
- Volume forecasting and staff scheduling according to the forecast.
- Coordinate with Post Sales leadership to ensure a proper plan is created and executed to meet service level requirements.
- Manage staff attendance and traffic controlling (breaks and queue setting), simultaneously..
- Monitor real-time customer contact volumes and escalate any abnormalities or adherence issues along with suitable solutions.
- Review real-time staff levels and adjust active schedules as needed.
What We’re Looking For
- Minimum 2-3 years of working experience in workforce management (Must have)
- Ability to manage reporting & stakeholder visibility into WFM key Metrics (KPIs) (Must have)
- Working knowledge of process management & documentation (Must have)
- Worked on a Workforce Optimization platforms (WFO) (Good to have) *( NICE, Genesys, Calaberio, Verint, Playvox )*
- Experience in Contact Center domains such as Customer Support, Customer Success & Professional Services will be preferred
- Strong Stakeholder Management skills.
- Excellent written & verbal communication skills.
- Strong knowledge of customer care processes and techniques.