Workforce Management Associate



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

Organization Motive
Industry Management Jobs
Occupational Category Workforce Management Associate
Job Location Islamabad,Pakistan
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Intermediate
Experience 2 Years
Posted at 2023-01-27 12:07 pm
Expires on 2024-01-07