Strategic Staffing Optimization Specialist
3 weeks ago
GalaxEons is a leading company in the industry, committed to delivering exceptional customer experiences.
Salary InformationThe estimated salary range for this position is $85,000 - $110,000 per year, depending on experience and qualifications.
Job DescriptionKey ResponsibilitiesForecasting and Scheduling: Analyze historical data and trends to predict future staffing needs based on business demands, ensuring optimal coverage and adherence to labor regulations.
Real-Time Management: Monitor live service levels and performance metrics, making adjustments to schedules as necessary to meet demand.
Reporting and Collaboration: Create and maintain reports on workforce performance, efficiency, and key metrics to inform management decisions, working closely with operations, HR, and training teams to ensure staffing aligns with business objectives.
Process Improvement: Identify areas for improvement in workforce processes and suggest enhancements to increase efficiency and productivity.
Required Skills and QualificationsEducation: Bachelor's degree in business administration, computer science, or related field.
Experience: 3+ years of experience in workforce management or a similar role and overall 5+ years of experience.
Technical Skills: Proficient in workforce management software and tools (e.g., Genesys {preferred}, WFM systems, ServiceNow, Excel, SuccessKPI), good knowledge of Microsoft 365 products and reporting aspects.
Social and Behavioral Skills: Strong analytical and problem-solving skills, excellent communication and interpersonal skills, ability to actively share knowledge and help team members, identify and take initiative to implement improvement opportunities.
Additional Requirements: Experience in a call center or customer service environment, knowledge of labor laws and regulations (Onshore & Offshore), ability to work independently and as part of a team.
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