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Urgent! Workforce Optimization Expert Job Opening In Dindigul – Now Hiring beBeeWorkforceManagement

Workforce Optimization Expert



Job description

A Workforce Management Real-Time Analyst is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met.

Key responsibilities include analyzing queues for adherence opportunities, taking corrective actions to optimize operational efficiency, and working closely with operations teams to identify and address operational challenges.

The ideal candidate will have strong analytical skills, excellent communication skills, and the ability to work under pressure and make rapid adjustments in a fast-paced environment.

They should also have proficiency in workforce management software and tools, as well as an understanding of contact center operations and key performance metrics.

Roles and 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.

System management: Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.


Required Skill Profession

Computer Occupations



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    Unlock Your Workforce Optimization Potential: Insight & Career Growth Guide