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Urgent! Advanced Scheduling Expert Job Opening In Chennai – Now Hiring beBeeKeyword

Advanced Scheduling Expert



Job description

Workforce Management Real-Time Analyst

The ideal candidate will have strong analytical skills, excellent communication skills, and the ability to work under pressure.

Key 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.

Shift Timings: 9 Hours Shift between 4:30 PM to 4:30 AM IST


Required Skill Profession

Computer Occupations



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