Senior Workforce Coordinator

1 week ago

Faridabad, Haryana, India beBeeStaffing Full time ₹ 1,04,000 - ₹ 1,30,878
Real-Time Staffing Analyst

The Real-Time Staffing Analyst is a key member of our team, responsible for monitoring and managing real-time staffing to ensure we meet our service level targets.

Key Responsibilities:

  • Continuously monitor real-time performance against established service level targets and KPIs. Identify and react to deviations from schedules, including absenteeism, adherence, and unexpected volume fluctuations.
  • Track and report on agent schedule adherence, ensuring that employees adhere to their assigned work schedules. Notify supervisors and team leads of any adherence issues and work with them to implement corrective actions.
  • Propose and implement real-time adjustments to staffing, such as breaks, lunches, and shifts, to align with changing call volumes. Assist in reassigning agents or reallocating resources to address emerging needs.
  • Maintain effective communication with team leads, supervisors, and the WFM team to ensure everyone is informed of real-time performance and adjustments. Proactively inform the management team of any challenges or opportunities for improvement.
  • Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics. Analyze data to identify trends and areas for improvement.
  • Familiarize yourself with WFM software and tools to make real-time adjustments efficiently. Work with IT to ensure that software and tools are up-to-date and aligned with business needs.

Qualifications:

  • Bachelor's degree in a relevant field (e.g., Business, Operations Management) is preferred.
  • Prior experience as a Real-Time Analyst in a contact center or customer service environment is a strong asset.
  • Proficiency in using WFM software and real-time monitoring tools.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to handle high-pressure situations and make quick, informed decisions.
  • Detail-oriented with a commitment to data accuracy.

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