Business Operations Specialist

2 weeks ago

Gurgaon Gurugram Bengaluru Bangalore, India beBeeEfficiency Full time ₹ 8,00,000 - ₹ 12,00,000

Key Responsibilities:

  • Ensure effective workforce management solutions to achieve business objectives efficiently and cost-effectively without impacting Service Level Agreements.
  • Develop and implement strategies to improve contact center efficiency globally, focusing on analysis and reporting to maximize performance.
  • Analyze historical data to model best solutions for efficiency gains.
  • Based on historical data, create recommendations to optimize performance.

Requirements:

  • Graduate with 5 to 7 years of experience in Workforce Management.
  • Strong understanding of IEX, Avaya, and Cisco tools.
  • Awareness of WFM metrics (AHT, Service Level, Occupancy, Utilization, etc.)
  • Knowledge of workforce management concepts from a global perspective (Weekly hours / VTOs / Annualized hours)
  • Excellent database skills.
  • Ability to generate reports through multiple tools and analyze data.
  • Effective communication skills to articulate recommendations.
  • Adaptability and ability to manage change in a dynamic business environment.
  • Implementation of sustainable changes to benefit the global service team.

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