Operational Team Coordinator

9 hours ago


Bahawalpur City Tehsil, Pakistan beBeeWorkforce Full time 5,436,000 - 8,012,000
Job Overview

Motive empowers teams with tools to make work safer, more productive and profitable.

The company serves over 100,000 customers across industries including transportation and logistics, construction, energy, field service, manufacturing agriculture, food and beverage retail and the public sector.

Key Responsibilities:
  • Provide comprehensive support to operational teams ensuring seamless delivery of Key Performance Indicators through effective workforce management practices.
  • Develop and maintain operational reports including Client Service Level Agreement 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 Key Performance Indicator 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 any adherence issues 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 and Genesys.
  • Strong analytical and problem-solving skills with a proven ability to manage reporting and visibility into workforce management metrics Key Performance Indicators.
  • 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.

Creating a diverse and inclusive workplace is one of our core values. We are an equal opportunity employer welcoming people of different backgrounds experiences abilities and perspectives.



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