Operational Performance Specialist

2 days ago

Sahiwal, Punjab, Pakistan beBeeWorkforce Full time $40,000 - $60,000
Job Opportunity

Motive empowers operational teams with tools to make their work safer, more productive, and profitable. The platform provides complete visibility and control, automating and simplifying tasks.

The company serves a wide range of industries including transportation, logistics, construction, energy, field service, manufacturing, agriculture, food, retail, and the public sector.

Main Responsibilities
  • Support operational teams in delivering 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 for data-driven decision-making.
  • 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 adherence issues and proposing solutions.
Required Skills
  • 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.

We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities, and perspectives.

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