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Urgent! Real-Time Workforce Optimization Professional Job Opening In Kochi – Now Hiring beBeeWorkforceManagement

Real Time Workforce Optimization Professional



Job description

Workforce Management Real-Time Analyst Role

We are seeking a skilled professional to join our team as a 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:

  • Continuously monitor call volumes, agent status, and queue lengths to identify potential issues.

  • Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.

  • 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.

  • Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.

  • Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.

  • Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.

Required Skills and Qualifications:

  • Strong analytical skills with ability to analyze complex data sets.

  • Excellent communication skills with ability to effectively communicate with stakeholders.

  • Ability to work under pressure in a fast-paced environment.

  • Proficiency in workforce management software and tools.

  • Understanding of contact center operations and key performance metrics.

Benefits:

  • A dynamic and supportive work environment.

Others:

The selected candidate will be responsible for utilizing workforce management software to monitor real-time data, adjust schedules, and generate reports.

They will also be expected to collaborate with operations teams to identify and address operational challenges, and provide insights to improve scheduling strategies.


Required Skill Profession

Computer Occupations



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