Workforce Efficiency Specialist

Workforce management is critical to the success of any organization. Effective workforce management involves strategically planning and optimizing the number and skills mix of employees to meet changing business needs.

Job Description :

We seek a Workforce Management Real-Time Analyst to join our team. The ideal candidate will have strong analytical skills, excellent communication skills, and proficiency in workforce management software.

Responsibilities :

• Monitor call volumes, agent status, and queue lengths in real-time to identify trends and optimize operational efficiency.
• Adjust agent schedules based on call volume fluctuations to ensure optimal staffing levels.
• Manage break times and unplanned absences to minimize disruptions to service.
• Analyze data to identify patterns and trends that may impact service levels, and provide insights to improve performance.
• Escalate critical issues to relevant stakeholders when necessary to ensure timely resolution.

Requirements :

What We Offer :