Workforce Management Specialist

2 days ago

Multan, Punjab, Pakistan beBeeWorkforce Full time 2,500,000 - 4,000,000
Job Description

As a seasoned professional in workforce management, you will play a pivotal role in driving operational excellence. Your primary responsibility will be to provide comprehensive support to teams, ensuring seamless delivery of key performance indicators (KPIs) through effective workforce management practices.

  • Develop and maintain operational reports, including client service level agreement (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.

Key Responsibilities:

  • 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.

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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