Senior Workforce Analyst

1 week ago

Pakistan Motive Technologies Full time $40,000 - $60,000 per year
Who we are:About the Role:What You'll Do:
  • You will be Responsible for providing support to operational staff remotely and ensuring smooth delivery of Quantitative SLAs/KPIs through efficient workforce management.
  • Prepare all operational reports, which include Client/Internal SLA reports, Daily & Real-Time adherence reports, as well as manage Crisis/Outages, restricting operations.
  • Develop and align customer/internal facing SLA's and KPIs with Delivery Leadership.
  • Create interactive dashboards & reports using BI tools such as Tableau on historical data for data-driven decision making to maintain business KPIs.
  • Volume forecasting and staff scheduling according to the forecast.
  • Coordinate with Post Sales leadership to ensure a proper plan is created and executed to meet service level requirements.
  • Manage staff attendance and traffic controlling (breaks and queue setting), simultaneously..
  • Monitor real-time customer contact volumes and escalate any abnormalities or adherence issues along with suitable solutions.
  • Review real-time staff levels and adjust active schedules as needed.
What We're Looking For:
  • Minimum of 3 years of working experience in workforce management
  • Must have the ability to manage reporting & stakeholder visibility into WFM key Metrics (KPIs)
  • Must have a working knowledge of process management & documentation
  • Must have worked on a Workforce Optimization platform (WFO - NICE, Genesys, Calaberio, Verint, Playvox)
  • Experience in Contact Center domains such as Customer Support, Customer Success & Professional Services will be preferred
  • Strong Stakeholder Management skills.
  • Excellent written & verbal communication skills.
  • Strong knowledge of customer care processes and techniques.

Motive Technologies

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