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Workforce Management Analyst

3 months ago

Hyderabad, India ADP Full time

Job Description


Overview


The Contact Centre Workflow and Staffing Asst Manager is responsible for optimizing contact centre operations through efficient workflow design, strategic staffing, and performance management. This role requires a deep understanding of contact centre metrics, workforce management principles, and a strong ability to analyze data to drive process improvements. The successful candidate will collaborate closely with operations, technology, and human resources teams to achieve contact centre goals.



Responsibilities


* Workflow Optimization:

* Analyze current contact centre workflows to identify bottlenecks and inefficiencies.

* Design and implement process improvements to enhance agent productivity and customer satisfaction.

* Develop standard operating procedures (SOPs) and WF assurance guidelines.

* Leverage technology to automate and streamline WF processes.

* Staffing Management:

* Develop and implement staffing plans to meet fluctuating call volumes and service level agreements (SLAs).

* Forecast staffing requirements based on historical data and predictive analytics.

* Manage agent scheduling, time-off requests, and shift details.

* Collaborate with HR on recruitment, onboarding, and training initiatives.

* Performance Management:

* Establish key performance indicators (KPIs) and metrics to measure contact centre performance.

* Monitor and analyze performance data to identify trends and opportunities for improvement.

* Provide regular performance reports to management.

* Oversee operations of the WF team

Shift Timings


Willing to work in Night shifts.


Qualifications

* Bachelor's degree in business administration, operations management, or related field.

* Minimum of 5 years of experience in contact centre operations, with a focus on workflow and staffing.

* Strong analytical and problem-solving skills.

* Proficiency in workforce management software and reporting tools.

* Excellent communication and interpersonal skills.

* Ability to manage multiple tasks and prioritize effectively.

* Strong leadership and team management skills.

Desired Skills

* Experience with contact centre software such as Cisco and Genesys.

* Knowledge of workforce management tools like WFM, Aspect, or Verint.

* Six Sigma or Lean certification.

* Experience with data analysis and reporting tools (e.g., Excel, SQL, BI tools).