Real-Time Workforce Management Expert
2 days ago
This role involves analyzing call center metrics, making real-time adjustments to staffing, and ensuring optimal service levels and efficient operations.
Key Responsibilities:- Monitor real-time performance metrics, including call volumes, service levels, and agent adherence throughout the day.
- Manage staffing levels and schedules in real-time to meet service level targets and operational goals.
- Respond quickly to unplanned events, such as system outages, high call volumes, and staffing shortages.
- Communicate and coordinate with stakeholders on trends and staffing levels to ensure resource allocation and address operational issues.
- Use workforce management software and tools to manage real-time operations and make data-driven decisions.
- A bachelor's degree in a relevant field is preferred.
- At least two years of experience in workforce management or call center operations.
- Proficiency in workforce management software and strong knowledge of Microsoft Office.
- Strong analytical and problem-solving skills with the ability to interpret and act on data quickly.
The ideal candidate will have excellent verbal and written communication skills, fluency in English, and the ability to work effectively in a team-oriented environment.
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