Workforce Management Specialist

what is CRED CRED is an exclusive community for India s most trustworthy and creditworthy individuals where the members are rewarded for good financial behavior CRED was born out of a need to bring back the focus on a long lost virtue one of trust the idea being to create a community centered around this virtue a community that constantly strives to become more virtuous in this regard till they finally scale their behavior to create a utopia where being trustworthy is the norm and not the exception to build a community like this requires a community of its own a community special in its own way working towards making this vision come true here s a thought experiment what do you get when you put a group of incredibly passionate and driven people and entrust them with the complete freedom to chase down their goals in a completely uninhibited manner answer you get something close to what we have at CRED CRED just has it better here s what will be in store for you at CRED once you join the team what will you do build and govern workforce plans by partnering with our contact-centre teams on volume forecasts staffing models and performance rhythms run operational governance for partner centres - reporting invoicing inputs scorecards and weekly monthly business reviews own dashboards for customer support performance automate reporting across SLAs queues productivity and ticket trends using SQL Python Tableau and excel work with data engineering and process excellence to streamline data flows improve automation and ensure accuracy and consistency of all CS reports provide fast data-backed insights to help leadership make decisions and improve service efficiency manage system access across CRM telephony and workflow tools - onboarding offboarding permissions and compliance coordinate with tech and security teams to maintain governance across all CS systems and tools oversee API setups authorizations and integrations with third-party platforms to keep customer support operations running smoothly you should apply if you have strong hands-on proficiency in SQL python and tableau 3-6 years of experience in customer support or service operations focusing on reporting analytics or systems deep understanding of support workflows - SLAs queues volume trends productivity and ticket lifecycles experience with Genesys Cloud and Genesys APIs knowledge of identity and access management frameworks ability to work closely with data tech and partner teams experience with tools like Airflow or Retool is a plus not a blocker how is life at CRED working at CRED would instantly make you realize one thing you are working with the best talent around you not just in the role you occupy but everywhere you go talk to someone around you most likely you will be talking to a singer standup comic artist writer an athlete maybe a magician at CRED people always have talent up their sleeves with the right company even conversations can be rejuvenating at CRED we guarantee a good company hard truths pushing oneself comes with the role and we realise pushing oneself is hard work which is why CRED is in the continuous process of building an environment that helps the team rejuvenate oneself included but not limited to a stacked in-house pantry with lunch and dinner provided for all the team members paid sick leaves and a comprehensive health insurance to make things smoother and to make sure you spend time and energy only on the most important things CRED strives to make every process transparent there are no work timings because we do not believe in archaic methods of calculating productivity your work should speak for you there are no job designations because you will be expected to hold down roles that cannot be described in one word since trust is a major virtue in the community we have built we make it a point to highlight it in the community behind CRED all our team members get their salaries before their joining date a show of trust that speaks volumes because of the skin in the game there are many more such eccentricities that make CRED what it is but that s for one to discover if you feel at home reading this get in touch We may use artificial intelligence AI tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses These tools assist our recruitment team but do not replace human judgment Final hiring decisions are ultimately made by humans If you would like more information about how your data is processed please contact us