
Operational Workforce Specialist
1 day ago
Motive empowers operational teams with tools to make work safer, more productive, and profitable.
The Motive platform gives visibility and control, reducing manual workloads by automating tasks.
Serving over 100,000 customers across various industries, a workforce analyst is needed.
Key Responsibilities:- Support operational teams in delivering key performance indicators through effective workforce management practices.
- Develop and maintain operational reports using data-driven insights.
- Utilize reporting tools and Excel for decision-making.
- Conduct volume forecasting and develop staff scheduling plans.
- Collaborate with contact center leadership to meet service level requirements.
- Monitor and manage real-time contact volumes.
- Adjust active schedules based on staffing levels and operational demands.
- Minimum two years of experience in workforce management or a related field.
- Proficient in MS Office 365, Google Suite, Salesforce, and Genesys.
- Strong analytical and problem-solving skills.
- Experience with volume forecasting, staff scheduling, and real-time queue management.
- Familiarity with Workforce Optimization platforms.
- Excellent written and verbal communication skills.
- Knowledge of customer care processes and techniques.
- Ability to work collaboratively with cross-functional teams.
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