
Business Operations Specialist
5 days ago
As a Workforce Analyst, you will play a critical role within our delivery teams, 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 the dynamic demands of the contact center environment.
Your Responsibilities- Schedule Optimization: Provide comprehensive support to operational teams, ensuring the seamless delivery of KPIs through effective workforce management practices.
- Operational Reporting: Develop and maintain operational reports, including Client SLA reports, Daily & Real-Time adherence reports, and Outage reports.
- Strategic Insights: Utilize advanced reporting tools and Excel to create interactive dashboards that facilitate data-driven decision-making and KPI maintenance.
- Volume Forecasting: Conduct volume forecasting and develop staff scheduling plans aligned with the forecast to optimize resource allocation.
- Leadership Collaboration: Collaborate with contact center leadership to create and execute strategies that meet service level requirements effectively.
- Adherence Management: Monitor and manage real-time contact volumes, identifying any adherence issues and proposing actionable solutions.
- Scheduling Adjustments: Adjust active schedules as needed based on real-time staffing levels and operational demands.
- Talent Development: Assist in training and mentoring junior workforce associates to enhance team performance and cohesion.
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Business Operations Specialist
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Financial Operations Specialist
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Lead Financial Operations Specialist
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5 days ago
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