Operations Excellence Specialist

2 days ago

Rawalpindi Cantonment, Pakistan beBeeWorkforce Full time $60,000 - $82,000
Workforce Management Expert

Motive is seeking a highly skilled Workforce Management Expert to join our team.

This role is responsible for optimizing workforce management strategies to enhance operational efficiency and support frontline staff and management in achieving service-level objectives.

  • Key Responsibilities:
  • Providing comprehensive support to operational teams for seamless delivery of KPIs through effective workforce management practices.
  • Developing and maintaining operational reports, including client SLA reports, daily and real-time adherence reports, and outage reports.
  • Utilizing advanced reporting tools and Excel to create interactive dashboards facilitating data-driven decision-making and KPI maintenance.
  • Conducting volume forecasting and developing staff scheduling plans aligned with the forecast to optimize resource allocation.
  • Collaborating with contact center leadership to create and execute strategies meeting service level requirements effectively.
  • Monitoring and managing real-time contact volumes, identifying adherence issues, and proposing actionable solutions.

Requirements:

  • A minimum of 2 years of experience in workforce management or a related field.
  • Proficiency in MS Office 365, Google Suite, Salesforce (CRM), and Genesys.
  • Strong analytical and problem-solving skills with 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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