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Workforce Management Specialist

beBeeWorkforceTirupati, Andhra Pradesh, India

1 day ago

Job description

Workforce Management Specialist

We are seeking a highly skilled Workforce Management Specialist to join our team.

Key Responsibilities :
Monitor call volumes, agent status, and queue lengths in real-time to identify potential issues.
Proactively adjust agent schedules to ensure optimal staffing levels.
Manage breaks and unplanned absences to maintain optimal staffing levels.
Track agent adherence to scheduled work times and identify deviations requiring intervention.
Generate real-time reports on key metrics such as call volume, average handle time, and service level attainment.
Collaborate with operations teams to identify and address operational challenges.
Identify trends and patterns that may impact service levels and proactively address potential issues.
Escalate critical issues to relevant stakeholders when necessary.

Requirements :

Strong analytical skills 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.

Benefits :

Opportunity to work in a dynamic and fast-paced environment.

Chance to develop skills and expertise in workforce management.

Collaborative team environment with opportunities for growth and development.

What We Offer :

A competitive compensation package and excellent benefits.

How to Apply :

If you are a motivated and detail-oriented individual with strong analytical skills, we encourage you to apply for this exciting opportunity.

Workforce Management • Tirupati, Andhra Pradesh, India