Description:
As a Workforce Management Associate, you will work within our delivery teams across the business to manage motive contact center queues. Additionally, you will use your strong analytical and problem-solving skills, while thriving in a challenging and face-paced environment.
What You’ll Do
- Responsible for providing technical support to operational staff remotely and ensuring smooth delivery of SLAs through efficient workforce management.
- Prepare all operational reports which includes Client SLA reports, Daily & Real-Time attendance reports, Reports of break adherence and Outages.
- To manage staff attendance and traffic controlling (breaks and queue setting), simultaneously.
- Volume forecasting and staff scheduling according to the forecast.
- Coordinate with contact Center leadership to ensure a proper plan is created and executed to meet service level requirements.
- Highlight adherence-related issues to the management.
- Monitor real-time call volume and escalate any abnormalities along with suitable solutions.
- Review real-time staff levels and adjust active schedules as needed.
What We’re Looking For
- Minimum 2 years of working experience in relevant fields.
- Working knowledge of MS Office 365, Google suite & Salesforce (CRM) + Genesys.
- Contact Center Planning & Forecasting
- Roster Management
- Intraday Management, Real-time queues management
- Analytical and problem-solving abilities
- Genesys Knowledge
- Excellent written & verbal communication skills.