Description

• Monitor real-time adherence to schedules and workflows to ensure optimal staff utilization.
• Analyze and report on call center performance metrics to identify trends and operational inefficiencies.
• Collaborate with team leaders to implement real-time adjustments based on workload fluctuations.
• Utilize various WFM tools and systems, including Genesys Cloud and IEX, to support operational needs.
• Prepare detailed reports and present insights to management to facilitate decision-making.

Requirements

• Educational Qualifications: Bachelor’s degree in a relevant field such as Business Administration or Operations Management
• Experience Level: 1-3 years of experience in workforce management or a related field
• Skills and Competencies: Proficiency in MS Excel and experience with call center technologies
• Skills and Competencies: Familiarity with WFM tools and real-time monitoring techniques
• Qualities and Traits: Strong analytical and problem-solving skills
• Qualities and Traits: Excellent communication and team collaboration abilities