Workforce Optimization Specialist

Job Overview :

We are seeking a highly skilled Workforce Management Analyst to join our team. As a key member of our operations team, you will be responsible for analyzing and optimizing our contact center operations to ensure exceptional customer service.

Responsibilities :

• 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
• Identifying trends : Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues
• Escalation management : Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages
• System management : Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports

Requirements :