Elevating Team Performance

1 day ago

Saddar Town, Pakistan beBeeWorkforce Full time $74,900 - $103,200

Workforce Analyst Role Overview

Motive empowers organizations to optimize workforce management strategies, enhancing operational efficiency and service-level objectives. As a Workforce Analyst, you will play a critical role within delivery teams, leveraging analytical skills to support frontline staff and management in achieving dynamic contact center demands.

Key Responsibilities:

  • Provide comprehensive support to operational teams, ensuring 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 facilitating 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 meeting service level requirements effectively.
  • Monitor and manage real-time contact volumes, identifying 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:

  • Minimum 2 years of experience in workforce management or a related field.
  • Proficient in MS Office 365, Google Suite, Salesforce (CRM), and Genesys.
  • Strong analytical and problem-solving skills, with a proven ability to manage reporting and visibility into workforce management metrics (KPIs).
  • Experience with volume forecasting, staff scheduling, and real-time queue management.
  • Familiarity with Workforce Optimization platforms such as NICE, Calabrio, Verint, or Playvox.
  • Excellent written and verbal communication skills.
  • Strong knowledge of customer care processes and techniques.
  • Ability to work collaboratively with cross-functional teams and manage stakeholder expectations.

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