Business Process Improvement Specialist

1 day ago

Gurgaon, Haryana, India beBeeOptimization Full time ₹ 7,49,999 - ₹ 10,99,999
Job Title:

Performance Optimization Specialist

Key Responsibilities:
  • Monitor and manage service levels in real-time for all queues across sites within the operating window (24/7)
  • Track and report on associate performance from all teams at all sites in real-time
  • Provide timely updates on service levels, contact data, and other key performance indicators
  • Collaborate with cross-functional teams to optimize staffing levels based on business requirements and metric goals
  • Communicate and escalate changes to incoming contact patterns to operations and the broader workforce management team
  • Work closely with the WFM team and operations to resolve issues related to agent states, queue conditions, and weather impacts
  • Support adjustments to routing profiles to reassign associates as needed
  • Develop and distribute reports on site performance, including shrinkage, occupancy, and other key metrics, as well as NPT usage
  • Build and maintain strong relationships with key stakeholders across sites to ensure alignment with shared objectives
  • Review and prioritize tasks assigned to the WFM team that require real-time assistance from different stakeholders
  • Process VTO/PTO/OT/Non-Prod time requests in a timely manner
  • Provide support to other WFM teams as needed.
Required Skills:
  • Proficient in MS Excel
  • Knowledge of IEX, Avaya, and other workforce scheduling tools is a plus
  • Graduate with 2+ years of experience in contact centers and excellent communication skills
  • MS Office - PowerPoint, Word, Access, Outlook, etc.
  • Familiarity with InContact/Oracle - ACD and other ACD platforms supporting multi-channel environments (Voice/Chat/Email/SMS)
  • 1+ years of experience in workforce management (RTA or greater)
  • Basic understanding of the call center industry
  • Basic knowledge of financial impact of decisions made within the command center
  • Knowledge of ACD and Call Center Workforce applications is a plus
  • Strong oral and written communication skills
  • Proficient in Microsoft Office
  • Ability to multitask, prioritize, and meet deadlines
  • Self-starter with a sense of urgency and ability to work under pressure
  • High attention to detail and professionalism, with ability to develop strong relationships

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