Strategic Workforce Coordinator

19 hours ago

Quetta City Tehsil, Pakistan beBeeWorkforceAnalyst Full time 6,000,000 - 10,000,000
Job Title

We are seeking an experienced Workforce Analyst to provide comprehensive support to operational teams, ensuring seamless delivery of KPIs through effective workforce management practices.

The successful candidate will develop and maintain operational reports, including Client SLA reports, Daily & Real-Time adherence reports, and Outage reports.

They will utilize advanced reporting tools and Excel to create interactive dashboards that facilitate data-driven decision-making and KPI maintenance.

In addition, the Workforce Analyst will conduct volume forecasting and develop staff scheduling plans aligned with the forecast to optimize resource allocation.

They will collaborate with contact center leadership to create and execute strategies that meet service level requirements effectively.

The analyst will monitor and manage real-time contact volumes, identifying any adherence issues and proposing actionable solutions.

They will adjust active schedules as needed based on real-time staffing levels and operational demands.

Furthermore, the Workforce Analyst will 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.

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