Operational Efficiency Expert

1 day ago

Gujranwala, Punjab, Pakistan beBeeWorkforce Full time $60,000 - $80,000
About the Workforce Optimization Specialist Role:

We are seeking a highly skilled and analytical professional to play a critical role within our delivery teams, optimizing workforce management strategies to enhance operational efficiency.

  • This key member of our team will leverage their exceptional analytical skills to support both frontline staff and management in achieving service-level objectives while adapting to the dynamic demands of the contact center environment.
Key Responsibilities:
  • Provide comprehensive support to operational teams, ensuring the seamless delivery of KPIs through effective workforce management practices.
  • Develop and maintain operational reports, including Client SLA reports, Daily & Real-Time adherence reports, and Outage reports.
  • Utilize advanced reporting tools and Excel to create interactive dashboards that facilitate data-driven decision-making and KPI maintenance.
  • Conduct volume forecasting and develop staff scheduling plans aligned with the forecast to optimize resource allocation.
  • Collaborate with contact center leadership to create and execute strategies that meet service level requirements effectively.
  • Monitor and manage real-time contact volumes, identifying any adherence issues and proposing actionable solutions.
  • Adjust active schedules as needed based on real-time staffing levels and operational demands.
  • Assist in training and mentoring junior workforce associates to enhance team performance and cohesion.
Requirements:
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment and adapt to changing priorities
  • Familiarity with workforce management systems and tools
  • Experience with data analysis and reporting
Benefits:

A diverse and inclusive workplace is one of our core values. We welcome people of different backgrounds, experiences, abilities, and perspectives.

Others:

This is a challenging and rewarding opportunity for a motivated individual who is passionate about workforce optimization and wants to make a real impact.

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