
Leading Workforce Management Operations
1 day ago
Job Description:
- Provide real-time support to technicians in the field by interacting with them via communication channels.
- Monitor the status of services on accounts using diagnostic tools and ensure timely resolution of issues.
- Coordinate with operations managers and leads to align workforce management strategies.
- Effectively communicate with clients to address their concerns and maintain close loop feedback.
- Update internal and client tools with the latest information regarding service status.
- Meet quality standards and adhere to service level agreements (SLAs) for efficient process execution.
- Ensure adherence to information security requirements at all times.
Benefits:
- Opportunity to work in a dynamic environment with a talented team.
- Chance to develop leadership skills and contribute to the growth of the organization.
- Competitive compensation package and benefits.
Requirements:
- Any graduate with a minimum of 6 years of experience in leading WFM teams in BPO settings.
- Strong knowledge of agent scheduling, on-floor staffing activity planning, and key performance indicators (KPIs).
- Excellent communication and coordination skills with the ability to manage multiple tasks simultaneously.
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