Workforce Management Associate

Description:

What You’ll Do

• Responsible to provide 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 year of working experience in relevant field.
• 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