Workforce Management Specialist
Centro -
Maadi, CairoPosted 7 years ago28Applicants for1 open position
- 28Viewed
- 3In Consideration
- 25Not Selected
Job Details
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Job Description
- Manage all Centro queues real-time, measure forecast accuracy, providing a real time solution to service delivery team.
- Analyze information databases, historical data, Forecast accuracy and real-time information to create recommendations to improve daily objectives within the production team.
- Monitor, maintain, and track inbound service level goals and department expectations.
- Ensure real time inbound and outbound staffing levels are met through maintaining campaign statistics, campaign strategy, campaign scheduling, and agent performance based on program targets provided.
- Provide real time schedule adjustments and staff analysis based on established call volume standards and employee attendance and schedule deviations.
- Partner with other members of the Real Time Analysis Team as necessary to continuously improve team performance and achieve departmental goals and objectives.
- Knowledge, understanding, and compliance with company policies and procedures.
- Maintain knowledge of functional area and company policies and procedures.
- Provide feedback to management concerning possible problems or areas of improvement.
- Perform other duties as assigned by management.
Job Requirements
- Fluent English.
- Excellent communication skills including business writing skills.
- Good working knowledge of MS office.
- Extensive knowledge of CRM software.
- Multi-tasking.
- Leading & Managing Change.
- Communication & Listening.
- Interpersonal Skills & Teamwork.
- Result Oriented.
- Business Sense.
- Professional & Technical Knowledge.
- Willing to work overnight and during weekends if needed.
