Optimization Expert

2 days ago

Gurgaon, Haryana, India beBeeForecasting Full time ₹ 25,64,150
Workforce Optimization Specialist

This role focuses on ensuring optimal daily task delivery to meet client service levels, with a specific emphasis on forecasting within the contact center domain.

Job Responsibilities:
  • Responsible for managing resources in real-time or intraday to ensure the correct number of agents are available at the right times to handle accurately forecasted volumes of inbound and/or outbound calls at desired service levels.
  • Utilizes workforce management tools such as IEX and NiceInContact to coordinate appropriate staffing allocation and availability of call center staff to achieve service level objectives.
  • Monitors site to ensure optimal staffing levels using advanced forecasting techniques.
  • Adjusts intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Administers volume contingency action plans as deemed necessary and appropriate.
  • Runs and analyzes reports resulting in recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Facilitates real-time discussions with necessary stakeholders.
  • Conducts root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
  • Keys daily exceptions requests, updates schedules, and responds to escalated issues and ad-hoc requests.
  • Ensures all reports originating from the department are accurate and reliable.
  • Provides real-time management of all communication channels with contact center teams.
  • Selects suitable counselor pool for each OE case based on availability, skills, and language needs.
  • Conducts counselor outreach to confirm case placement.
  • Maintains accurate counselor roster management and staffing documentation.
  • Assumes additional duties and responsibilities not specifically outlined herein but logically and properly inherent to the position.

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