Strategic Workforce Associate

9 hours ago

Pune, Maharashtra, India beBeeWorkforce Full time ₹ 12,00,000 - ₹ 15,00,000
Workforce Management Associate

The Workforce Management Associate role is a pivotal position that drives operational efficiency and productivity. The successful candidate will be responsible for developing strategic capacity plans and optimizing schedules using innovative workforce management tools.

Specifically, the associate will design and implement support channel solutions like Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) to enhance productivity. Additionally, they will monitor real-time operational performance and drive schedule adherence improvements through data-driven insights.

The role also involves analyzing volume trends and developing statistical models for demand forecasting. Furthermore, the associate will conduct periodic audits on system access and ensure compliance remediation, as well as manage commercial billing processes and coordinate with service providers.

Leading, coaching, and mentoring the WFM team are critical responsibilities, involving setting measurable goals and tracking performance. The associate will create and maintain Business Intelligence (BI) dashboards and reports to inform operational leadership, ensuring data-driven decision-making.

Key Responsibilities:
  1. Develop strategic capacity plans and optimize schedules using innovative workforce management tools
  2. Design and implement support channel solutions like IVR and ACD
  3. Monitor real-time operational performance and drive schedule adherence improvements
  4. Analyze volume trends and develop statistical models for demand forecasting
  5. Conduct periodic audits on system access and ensure compliance remediation
  6. Manage commercial billing processes and coordinate with service providers
  7. Lead, coach, and mentor the WFM team
Requirements:
  • Strong analytical and problem-solving skills
  • Excellent communication and leadership abilities
  • Experience with WFM tools and BI reporting
  • Ability to analyze complex data and drive insights-based decisions
  • Strong project management and time management skills

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