Description
About the Role:
As a Workforce Management Associate, you will work within our delivery teams across the business to manage motive contact center queues. Additionally, you will use your strong analytical and problem-solving skills, while thriving in a challenging and fast-paced environment.
What You’ll Do:
- Responsible for providing support to operational staff remotely and ensuring smooth delivery of SLAs through efficient workforce management.
- Prepare all operational reports, including Client SLA reports, Daily & Real-Time attendance reports, and Reports of break adherence and Outages.
- Create interactive dashboards & reports using Excel or reporting tools on historical data for data-driven decision-making to maintain business KPIs.
- To manage staff attendance and traffic control (breaks and queue setting), simultaneously.
- Volume forecasting and staff scheduling according to the forecast.
- Coordinate with contact Center leadership to ensure a proper plan is created and executed to meet service-level requirements.
- Highlight adherence-related issues to the management.
- Monitor real-time call volume and escalate any abnormalities along with suitable solutions.
- Review real-time staff levels and adjust active schedules as needed.
What We’re Looking For:
- Minimum 1-2 years of working experience in relevant fields.
- Working knowledge of MS Office 365, Google Suite & Salesforce (CRM) + Genesys.
- Good command of Excel, CRM Reporting Analytics
- Contact Center Capacity Planning & Forecasting
- Roster, Scheduling & Breaks Management
- Intraday Management, Real-time queue management
- Analytical and problem-solving abilities
- Excellent written & verbal communication skills.
- Strong knowledge of customer care processes and techniques.
