WFM Manager

TEMPO -
Abbassia, CairoPosted 3 years ago

46Applicants for1 open position

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Manage call volume, daily attendance, and program break schedules
Manage non-productive time request process, ensuring activities are planned without impacting SLAs
Monitor agent status in real-time and take action to keep workforce utilization optimal
Responsible for achievement of schedule adherence, utilization & occupancy target
Monitor and analyze key performance indicators and trends to forecast, reschedule, and adjust staffing levels.
Track and compare forecasted and actual center statistics
Evaluate adherence and take action to improve performance
Collecting and disseminating data reports according to use
Produce daily, weekly, and monthly internal and external reports, accurately and timely
Using spreadsheets and/or build Power BI report to improve reporting efficiency, provide streamline reporting and help improve data analysis
Work closely with the operations team to analyze and help improve their service delivery performance
Assist with projects and other duties as requested or assigned