Description

• Monitor real-time performance metrics and provide insights to improve operational efficiency.
• Utilize workforce management tools to analyze and forecast staffing needs.
• Collaborate with BPO teams to ensure optimal resource allocation.
• Prepare and present reports on performance trends and KPIs.
• Assist in implementing strategies to enhance customer service levels.

Requirements

• Educational Qualifications: Bachelor’s degree in Business Administration, Management, or a related field.
• Experience Level: 3-5 years of experience in a real-time analyst or workforce management role.
• Skills and Competencies: Proficiency in workforce management software and Microsoft Excel.
• Qualities and Traits: Strong analytical skills, attention to detail, and excellent communication abilities.
• Responsibilities and Duties: Ability to work in a fast-paced environment and manage multiple tasks effectively.
• Working Conditions: Office-based role with potential for shift work, including evenings or weekends.

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Pre-screening Notes:

• How many years of relevant experience you have in workforce management in a contact center environment?

• How many years of overall experience do you have?

• Do you have experience with Workforce Management software (scheduling, performance tracking, reporting)?

•. Rate your Communication Skills and feedback/coaching skills, from 1-10, 10 is the highest.

• Are you excellent in MS Excel & Number Crunching?

• How much is your last drawn salary?

• How much is your salary expectation?

• Are you amenable to work onsite in QC with a Shifting schedules?

• When are you available to start once hired?