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

Workforce Optimization Specialist



Job description

A Workforce Optimization Specialist plays a vital role in ensuring the efficient management of contact center operations.

Their primary responsibility is to proactively monitor and adjust workforce levels in real-time to meet service level agreements.

Key responsibilities include analyzing queues for opportunities to improve operational efficiency, making adjustments to schedules and agent assignments as needed throughout the day based on live data.

Strong analytical skills are essential 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

Job Responsibilities:

  1. Real-time Monitoring: Continuously monitor call volumes, agent status, and queue lengths to identify potential issues.

  2. Staffing Adjustments: Proactively adjust agent schedules by adding or removing agents from queues based on call volume fluctuations.

  3. Break Management: Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.

  4. Adherence Monitoring: Track agent adherence to their scheduled work times and identify deviations requiring intervention.

  5. Performance Reporting: Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.

  6. Collaboration with Operations Team: Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.

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

  8. Escalation Management: Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.

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


Required Skill Profession

Supervisors Of Office And Administrative Support Workers



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    Unlock Your Workforce Optimization Potential: Insight & Career Growth Guide