Optimizing Staff Capacity

Workforce Management Specialist

The Workforce Management Specialist is a critical role in our organization, responsible for monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met.

This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data.

• Analyzing Queues : Continuously monitor queues for adherence opportunities and take corrective actions to optimize operational efficiency via collaborative discussions with functional areas.
• Real-Time Monitoring : Continuously monitor call volumes, agent status, and queue lengths to identify potential issues.
• Staffing Adjustments : Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.
• Break Management : Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
• Adherence Monitoring : Track agent adherence to their scheduled work times and identify deviations requiring intervention.
• Performance Reporting : Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.
• Collaboration with Operations Team : Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.

Shift Timings (Night Shift) : 9 hours shift between 4 : 30 PM to 4 : 30 AM IST