Resource Allocation Specialist

7 days ago

Sukkur, Sindh, Pakistan beBeeWorkforceManagement Full time $47,400 - $75,300
Job Details

Motive empowers teams to make work safer, more productive and profitable.

A single system combines safety, operations and finance teams managing drivers, vehicles, equipment and fleet spend.

Industry-leading AI gives complete visibility and control, reducing manual workloads by automating tasks.

Key Responsibilities
  • Provide comprehensive support for operational teams 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 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, and Genesys.
  • Strong analytical and problem-solving skills with ability to manage reporting and visibility into workforce management metrics.
  • Experience with volume forecasting, staff scheduling, and real-time queue management.
  • Familiarity with Workforce Optimization platforms 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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