Real-Time Operations Strategist

2 weeks ago


Ahmedabad, Gujarat, India UpMan Placements Full time

UpMan Placements is seeking a seasoned Workforce Management Analyst to join our team. This role will focus on ensuring exceptional service levels for our clients.

We offer a competitive salary of $65,000 - $85,000 per annum, commensurate with experience and qualifications.

About the Role

The Real-Time Operations Strategist will play a pivotal role in analyzing real-time performance data, identifying areas for improvement, and implementing effective solutions. Key responsibilities include:

  • Analyzing real-time queue performance and escalating critical issues to management
  • Developing and maintaining accurate forecasting models to ensure optimal staffing levels
  • Collaborating with cross-functional teams to implement process improvements and optimize call center operations

The ideal candidate will possess a strong understanding of workforce management principles, including queue management, scheduling, and service level analysis. Experience with ACD/PABX and workforce management software systems is highly desirable.

Requirements
  • Bachelor's degree in any field
  • At least one year of Workforce Management experience within the call center/customer service industry
  • Formal training in Workforce Management or related field (e.g., real-time data analysis, queue management)
  • Prior knowledge of client specifics and ACD/PABX/workforce management software systems
Benefits

As a valued member of our team, you can expect:

  • A comprehensive benefits package, including health insurance, retirement plan, and paid time off
  • Ongoing professional development opportunities to enhance your skills and knowledge
  • A dynamic and supportive work environment that fosters growth and collaboration


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