Optimizing Contact Center Performance

Workforce Optimization Specialist

We are seeking an experienced Workforce Optimization Specialist to join our team. As a Workforce Optimization Specialist, you will play a key role in ensuring that our contact center operations run smoothly and efficiently.

Key Responsibilities :

• Monitor call volumes, agent status, and queue lengths to identify potential issues.
• Proactively adjust agent schedules in real-time to optimize staffing levels.
• Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
• Track agent adherence to their scheduled work times and identify deviations requiring intervention.
• Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.
• Collaborate with operations managers to identify and address operational challenges.
• Analyze real-time data to identify patterns and trends that may impact service levels.
• Escalarion critical issues to relevant stakeholders when necessary.

Requirements :