Operations Specialist

4 days ago


Dera Ghazi Khan, Punjab, Pakistan beBeeWorkforce Full time $55,000 - $70,000
Optimizing Workforce Performance

We are seeking a skilled workforce analyst to join our team. The ideal candidate will have a strong analytical mindset and excellent problem-solving skills.

The role involves providing comprehensive support to operational teams, ensuring seamless delivery of key performance indicators (KPIs) through effective workforce management practices.

Key Responsibilities:

  • Develop and maintain operational reports, including client service level agreement (SLA) reports, daily and real-time adherence reports, and outage reports.
  • Utilize advanced reporting tools and Microsoft 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.

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.


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