Workforce Optimization Specialist

3 days ago

Pune, Maharashtra, India beBeeDataAnalysis Full time ₹ 8,00,000 - ₹ 12,00,000
Job Description

As a vital member of our operations team, you will play a key role in optimizing workforce management and ensuring exceptional customer experiences. Key responsibilities include:

  • Data Collection and Analysis: Gather and analyze data from various sources (e.g., ACD systems, CRM, HRIS, WFM software) to generate actionable insights and improve operational efficiency.
  • Performance Monitoring: Closely monitor real-time key performance indicators (KPIs) such as service levels, adherence, occupancy, average handling time (AHT), and queue performance to identify areas for improvement.
  • Scheduling and Roster Management: Collaborate with the WFM team to create and adjust agent schedules, shifts, and breaks to optimize staffing levels against forecasted volumes and ensure service level adherence.
  • Forecasting Support: Assist in short-term and long-term forecasting by analyzing historical data trends (e.g., call volumes, chat volumes, email inquiries) and identifying patterns to inform decision-making.
  • Intraday Management: React quickly to real-time fluctuations in workload and staffing, making adjustments to schedules, breaks, and skill assignments to maintain optimal service levels.
  • Data Insights and Recommendations: Conduct ad-hoc data analysis to identify root causes of performance issues, recognize trends, and provide actionable insights and recommendations for operational improvements.
  • System Administration: Maintain data integrity within WFM systems and ensure accurate data entry to support informed decision-making.
  • Process Improvement: Identify opportunities to streamline WFM and reporting processes, enhance data accuracy, and improve overall efficiency.
Required Skills and Qualifications

To excel in this role, you should possess:

  • Strong analytical skills and attention to detail.
  • Ability to work collaboratively with cross-functional teams.
  • Excellent communication and interpersonal skills.
  • Proficiency in data analysis and interpretation.
  • Knowledge of WFM systems and data management principles.
  • High school diploma or equivalent required; degree in business administration, finance, or related field preferred.
Benefits

This role offers a competitive salary and benefits package, including:

  • Opportunities for career growth and professional development.
  • A dynamic and supportive work environment.
  • Recognition and rewards for outstanding performance.
Others

Join our team and contribute to delivering exceptional customer experiences through effective workforce management. Apply now to take the first step in your exciting career journey.

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