Workforce Optimization Specialist

11 hours ago

Faisalabad City Tehsil, Pakistan beBeeOptimization Full time $70,000 - $95,000

Job Title: Workforce Optimization Specialist

About the Role

This is an exciting opportunity to join our team as a Workforce Optimization Specialist. In this role, you will play a critical part in optimizing workforce management strategies to enhance operational efficiency.

Your Key Responsibilities
  • Support operational teams by providing effective workforce management practices, ensuring seamless delivery of KPIs.
  • 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 that facilitate 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 that meet 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.
Your Skills and Qualifications
  • 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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