
Operational Efficiency Specialist
2 days ago
About Us:
We empower teams to make their work safer, more productive, and profitable. Our platform gives complete visibility and control, significantly reducing manual workloads by automating and simplifying tasks.
Our customers - from large enterprises to small businesses - across various industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
About the Role:
As a Workforce Analyst, you will play a critical role in optimizing workforce management strategies to enhance operational efficiency. You will leverage your analytical skills to support both frontline staff and management in achieving service-level objectives while adapting to dynamic 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 and 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:
- 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 (WFO) 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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