Operational Performance Specialist

1 day ago

Sahiwal, Punjab, Pakistan beBeeWorkforce Full time 6,000,000 - 12,000,000
Job Description:">

As a workforce management professional, you will empower operational teams with tools to enhance productivity and profitability. A single system manages drivers, vehicles, equipment, and fleet-related spend, combined with industry-leading AI for complete visibility and control.

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

Key Responsibilities:
  • Support operational teams in delivering KPIs through effective workforce management practices.
  • Develop and maintain reports, including client SLA reports and daily adherence reports.
  • Create interactive dashboards using advanced reporting tools and Excel to facilitate data-driven decision-making.
  • Conduct volume forecasting and develop staff scheduling plans aligned with forecasts to optimize resource allocation.
  • Collaborate with contact center leadership to create strategies meeting service level requirements.
  • Monitor real-time contact volumes, identifying adherence issues and proposing solutions.
  • Adjust schedules based on real-time staffing levels and operational demands.
  • Assist in training junior workforce associates to enhance team performance.
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, managing reporting and visibility into workforce metrics (KPIs).
  • Experience with volume forecasting, staff scheduling, and real-time queue management.
  • Familiarity with Workforce Optimization platforms such as NICE, Calabrio, Verint, or Playvox.
  • Excellent written and verbal communication skills.
  • Knowledge of customer care processes and techniques.
  • Ability to work collaboratively with cross-functional teams and manage stakeholder expectations.

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