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Job Description
- Manage the workforce operation, hire and training staff accordingly
- Evaluate Contact Center scheduling and staffing trends to optimize cost effectiveness, operational efficiency, and deliver quality service
- Lead workforce strategic planning efforts and make recommendations of workforce efficiencies and operational improvements to Head of Operations
- Monitor Contact Center metrics to assist with forecasting of calls and staffing needs
- Provide reliable resource capacity, utilization and forecast data
- Forecast long-term and short-term staffing needs by utilizing workforce technology to analyze trends
- Create and maintain staffing schedules for upcoming weeks/months for multi channel contact center activities to achieve performance objectives
- Manage intra-day activities for inbound, outbound, processing and support Customer Care management to ensure resources are balanced appropriately and meet established service goals
- Develop and produce reporting to measure performance, analyze data and take any appropriate action to improve results
- Monitor real-time adherence to schedule and contact supervisors/leads when appropriate to maximize productivity and Contact Center performance
- Champion daily service level meetings and ensure teams are align to achieve targeted objectives
- Develop policies and procedures as it relates to all interactions between the Contact Center staff and workforce management
- Monitors, tracking and reports on system issues, down line and escalates as required
- Ensuring compliance and meeting client requirements regarding processes adherence and performance
Job Requirements
- Experience in working with Tools used in Workforce ( please get it from workforace like teleopti)
- Excellent analytical & problem-solving skills
- Excellent thinking & planning skills
- Capacity to work in a cutting edge and fast pace working environment
- Highly organized
- Ability to achieve ones targeted goals and deliver on time
- Excellent communication (written & oral) and interpersonal skills
- Proficient with Microsoft Office products
