This job offer is not available in your country.
Workforce Optimization Specialist
beBeeWorkforcePalakkad, India4 days ago
Job descriptionReal-time Monitoring : Continuously monitor call volumes, agent status, and queue lengths to identify potential issues. Staffing Adjustments : Proactively adjust agent schedules 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. Trend Analysis : 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.
A Workforce Optimization Specialist plays a vital role in ensuring the efficient management of contact center operations. Their primary responsibility is to proactively monitor and adjust workforce levels in real-time to meet service level agreements.
Key responsibilities include analyzing queues for opportunities to improve operational efficiency, making adjustments to schedules and agent assignments as needed throughout the day based on live data. Strong analytical skills are essential to interpret data and make informed decisions quickly.
- Excellent communication skills to collaborate with operations teams and escalate issues effectively
- Ability to work under pressure and make rapid adjustments in a fast-paced environment
- Proficiency in workforce management software and tools
- Understanding of contact center operations and key performance metrics
Job Responsibilities :
Create a job alert for this search
Workforce Optimization Specialist • Palakkad, India
Related jobs
The Senior Salesforce Commerce Cloud Developer will play a crucial role in designing, developing, and maintaining robust e-commerce solutions using Salesforce Commerce Cloud (SFCC).The role involve...Show moreLast updated: 30+ days ago
- Promoted
SFMC Specialist
Augment-ixThrissur, IN Role : Salesforce Marketing Cloud Specialist.At Augment-ix, we believe in the power of technology and data coupled with human expertise to shape a brighter future while driving immediate results.Our...Show moreLast updated: 3 days ago
- Promoted
Salesforce Consultant
Green HR SolutionsCoimbatore, IN Hiring For USA based Multinational Company.We are looking for a highly skilled and driven Salesforce Consultant to join our team.
In this role, you will work closely with clients to understand their...Show moreLast updated: 24 days ago
- Promoted
Workforce Management Analyst
Gainwell TechnologiesCoimbatore, IN Greeting From Gainwells Technology : .A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecast...Show moreLast updated: 17 days ago
- Promoted
Salesforce DevOps Engineer / Release
FEXLE Services Private LimitedPalakkad, IN Role Name : Salesforce DevOps Engineer - Release Manager.Experience : 5-7 Years of Experience.FEXLE- A Xoriant Company is a rapidly growing Salesforce consulting and development company with a strong...Show moreLast updated: 3 days ago
- Promoted
Salesforce Developer - Health Cloud
vueverse.Coimbatore, IN Design and develop custom solutions within.Apex classes, Lightning components, and APIs.Configure patient management, care plans, and provider networks using Health Cloud features.Work closely with...Show moreLast updated: 3 days ago
- Promoted
Workforce Software Senior Consultant / Solution Architect
MPOWER PLUS INDIA PRIVATE LIMITEDCoimbatore, IN Job Title : Workforce Software Senior Consultant / Solution Architect.Exp : 8+yrs (Relevant to WFS 5yrs).Salary - 3,00,000 -3,40,000 / month(gross).
Workforce Software implementation.Deep expertise in T...Show moreLast updated: 1 day ago
- Promoted
Cloud Spend Optimization Engineer
Abacus.AIThrissur, IN We’re seeking an engineer with expertise in optimizing AWS cloud costs.In this role, you’ll drive cost efficiency across our infrastructure by analyzing usage, automating optimizations, and guiding...Show moreLast updated: 30+ days ago
- Promoted
Workforce Management Analyst - Forecasting
Gainwell TechnologiesThrissur, IN Workforce Management (Forecasting).A WFM (Workforce Management) short-term forecasting role is primarily responsible for predicting near- future staffing needs by analyzing historical data and curr...Show moreLast updated: 17 days ago
- Promoted
Workforce Management (Real Time Analyst)
Gainwell TechnologiesCoimbatore, IN Greetings from Gainwell Technologies.A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distributi...Show moreLast updated: 17 days ago
- Promoted
Microsoft D365 FO Specialist
ExusiaThrissur, IN Job Description : D365FO Functional Specialist.We are seeking a D365 Finance & Operations Functional Specialist.Microsoft Dynamics 365FO environment.
This role is focused on driving.Finance & Account...Show moreLast updated: 2 days ago
- Promoted
Salesforce Technical Lead
FEXLE Services Private LimitedThrissur, IN Role : Salesforce Technical Lead / Sr.FEXLE- A Xoriant Company is a rapidly growing Salesforce consulting and development company with a strong track record of helping its clients achieve their busin...Show moreLast updated: 13 days ago
- Promoted
Platform Management Manager
TELUS DigitalCoimbatore, IN As a Platform Management Manager you provide leadership to multiple teams who maintain and support a wide range of software applications for Workforce Management.
You oversee and optimize these proc...Show moreLast updated: 1 day ago
- Promoted
- New!
Salesforce Technical Lead
DeltacubesThrissur, IN We’re Hiring | Salesforce Technical Lead.Salesforce design, development, and implementation experience.Sales Cloud, Service Cloud, and Experience Cloud (Community Cloud).
Apex, LWC, Aura, and Integr...Show moreLast updated: 18 hours ago
- Promoted
Website Optimization Specialist
Textellent, Inc.Coimbatore, IN Full Time | 100% Work From Home / Remote | US Office Hours.Textellent is seeking a detail-oriented and technically skilled .
Website Optimization Specialist.In this newly created role, you will serve ...Show moreLast updated: 30+ days ago
- Promoted
Salesforce Technical Lead
MaxVal Group, Inc.Coimbatore, IN MaxVal started as an IP services company in 2004, with a keen focus on efficiency, cost-effectiveness, and continuous improvement through metrics-based processes.
Our focus on these core values led ...Show moreLast updated: 3 days ago
- Promoted
Salesforce Loyalty Cloud Developer
Turnberry SolutionsThrissur, IN Serve as a hands-on developer focused on.Translate Product Owner requirements into technical solutions and deliverables, with a focus on execution.
Design, configure, and customize Salesforce Loyalt...Show moreLast updated: 12 days ago
- Promoted
Workforce Management (Frontline Analyst)
Gainwell TechnologiesCoimbatore, IN Greetings from Gainwell Technologies !!!.A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distri...Show moreLast updated: 17 days ago
- Promoted
Workforce Management (Capacity Planner)
Gainwell TechnologiesCoimbatore, IN In Workforce Management (WFM), long-term forecasting role focused on new business using stakeholder provided or proxy data to predict staffing needs over extended periods, often considering seasona...Show moreLast updated: 18 days ago
- Promoted
Application Analyst – Salesforce Health / Marketing Cloud
Intellectt IncThrissur, IN Role : Application Analyst – Salesforce Health / Marketing Cloud.Primary Responsibilities may include : .Responsible for the day-to-day operations of non-clinical applications including design, build,.T...Show moreLast updated: 1 day ago
- Promoted
Senior Salesforce Commerce Cloud Developer (Remote)
CHARLES & KEITH GROUPCoimbatore, INRemote