Operations Specialist

1 week ago

Karachi, Sindh, Pakistan beBeeWorkforce Full time 900,000 - 1,200,000
Workforce Management Professional

The Workforce Management (WFM) Professional is a key member of our team, responsible for ensuring the efficient operation of our call center. This role involves forecasting and scheduling to meet service level objectives, monitoring and analyzing real-time performance data, and making adjustments as necessary.

Key Responsibilities:
  • Develop and manage accurate forecasts for call volumes, average handling time (AHT), and other key performance indicators (KPIs).
  • Create and maintain employee schedules that ensure sufficient coverage for peak and off-peak periods while optimizing resources and minimizing operational costs.
  • Collaborate with operations and management teams to adjust forecasts and schedules based on unforeseen changes.
  • Monitor real-time call center operations to ensure staffing levels are adequate to meet service level targets and customer expectations.
  • Make real-time adjustments to schedules, including shifting breaks, reassigning agents, or deploying overflow resources to handle spikes in call volume.
Required Skills and Qualifications:
  • Strong analytical and problem-solving abilities with the ability to make data-driven decisions.
  • Excellent time management and organizational skills with the ability to prioritize tasks effectively.
  • High proficiency in Excel or similar spreadsheet software for data analysis and reporting.
  • Strong communication and interpersonal skills, with the ability to collaborate across multiple teams and manage relationships with agents and managers.
Benefits:
  • Opportunity to work in a dynamic and fast-paced environment.
  • Chance to develop and enhance skills in workforce management and analytics.
Others:
  • Ability to adapt to changing business needs and handle high-pressure situations effectively.
  • Detailed-oriented with a focus on accuracy and precision in forecasting, scheduling, and reporting.

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