Senior Workforce Strategist

1 week ago

Noida, Uttar Pradesh, India beBeeWorkforce Full time ₹ 80,00,000 - ₹ 1,20,00,000

We are seeking a seasoned Workforce Professional to lead the effective planning, execution and monitoring of workforce activities in our contact center environment.

Key Responsibilities:

Workforce Management:

  • Manage forecasting, scheduling, real-time adherence, and capacity planning using industry-leading tools such as Verint, Calabrio, and NICE IEX.
  • Coordinate shift bids, schedule changes, and time-off planning to ensure optimal resource allocation.
  • Monitor intraday performance and adjust staffing in real-time to meet business demands.

Quality Management:

  • Configure and maintain quality scorecards and evaluation forms to assess customer interactions and employee performance.
  • Monitor and evaluate voice, chat, and email interactions for compliance, accuracy, and professionalism.
  • Collaborate with supervisors and training teams to close performance gaps and enhance customer experience.

Reporting & Analysis:

  • Generate and distribute performance reports on adherence, occupancy, QA scores, and service levels.
  • Provide actionable insights from WFM and QA data to drive efficiency improvements and agent effectiveness.

System Administration & Support:

  • Administer user profiles, roles, and access within WFM/QM systems.
  • Collaborate with IT/Telecom teams for system updates, upgrades, and issue resolution.
  • Conduct thorough testing and validation after system changes or configuration updates.

Process Improvement:

  • Identify and recommend process enhancements for scheduling, QA evaluations, and performance tracking.
  • Participate in cross-functional initiatives related to agent performance, training, and optimization.

As a Workforce Professional, you will be responsible for leading the development and implementation of strategic plans that drive business growth and improve operational efficiency. You will collaborate closely with cross-functional teams to design, implement and monitor programs that deliver exceptional results.

The ideal candidate will have a strong background in workforce management, quality management, and business analysis, with excellent communication and leadership skills. Experience working with industry-leading tools such as Verint, Calabrio, and NICE IEX is highly desirable.

This is an exciting opportunity for a motivated and experienced professional to join our team and make a significant impact on our business.

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