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Urgent! Workforce Optimization Specialist Job Opening In Ahmedabad – Now Hiring beBeeWorkforce

Workforce Optimization Specialist



Job description

Job Overview:

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

As a key member of our operations team, you will be responsible for analyzing and optimizing our contact center operations to ensure exceptional customer service.

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

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


Required Skill Profession

Business Operations Specialists



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