Operational Team Manager

2 days ago

GulshaneIqbal Town, Pakistan beBeeWorkforce Full time 8,000,000 - 25,000,000

Motive is looking for a Workforce Analyst to empower operational teams and provide visibility and control over work management. The platform automates and simplifies tasks, reducing manual workloads significantly.

Job Responsibilities
  • Provide comprehensive support to operational teams ensuring seamless delivery of 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 facilitating data-driven decision-making and KPI 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 and 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 (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 from diverse backgrounds, experiences, abilities, and perspectives.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.

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