Strategic Workforce Coordinator

1 day ago

Hyderabad City Taluka, Pakistan beBeeWorkforce Full time 750,000 - 1,500,000
Job Overview

We are seeking a skilled workforce management professional to provide comprehensive support to operational teams, ensuring seamless delivery of key performance indicators (KPIs) through effective resource allocation practices.

Key Responsibilities:
  • Develop and maintain operational reports, including client service level agreement reports, daily and real-time adherence reports, and outage reports.
  • Utilize advanced reporting tools and Microsoft 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 utilization.
  • Collaborate with contact center leadership to create and execute strategies that meet service level requirements effectively.
Required Skills and Qualifications:
  • Minimum 2 years of experience in workforce management or a related field.
  • Proficient in MS Office 365, Google Suite, Salesforce (Customer Relationship Management), 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.
Benefits:

The ideal candidate will have strong communication skills and be able to work collaboratively as part of a team. Additionally, they should be proficient in at least one workforce optimization platform (WFO). We offer a competitive compensation package and opportunities for professional growth and development.

What We Offer:

A dynamic and supportive work environment with opportunities for professional growth and development. Our company values teamwork, innovation, and customer satisfaction, and we are committed to making a positive impact on our customers' lives.

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