Talent Acquisition Specialist

7 days ago


Chennai, Tamil Nadu, India beBeeWorkforce Full time ₹ 9,00,000 - ₹ 12,00,000
Job Description

The primary responsibility of this role is to oversee the workforce management team, focusing on leadership and development, labor planning, real-time queue management, advanced analytics, process optimization, and strategic planning.

This includes enhancing contact routing design, self-service capabilities, and call deflection strategies. Additionally, the individual will provide consultation services regarding industry best practices and facilitate collaboration with senior leadership to drive business growth.

Key Responsibilities:

  • Lead and develop a high-performing workforce management team.
  • Optimize labor planning and scheduling to meet business demands.
  • Analyze data to inform strategic decisions and improve operational efficiency.
  • Design and implement process improvements to enhance customer experience.
  • Collaborate with stakeholders to identify and prioritize initiatives that drive business results.

Requirements:

  • Significant experience in NICE IEX administration and configuration.
  • Leadership acumen with ability to present complex analytical findings.
  • Ability to manage multiple critical tasks and prioritize effectively.
  • A minimum of 15 years progressive experience in inbound contact center workforce management supported by NICE IEX WFM software.
  • Expert-level experience using NICE InContact (CXOne).


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