Hiring For Work Force Management
6 hours ago
Role & responsibilities:
- Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts.
- Manage and enter real time exceptions in WFM software.
- Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime.
- Track the everyday attendance and provide recommendations for understaffing and overstaffing.
- Review and analyze call arrival patterns and provide recommendations to improve customer practice.
Qualifications:
- Minimum two-year experience in a call center environment and familiarity with Workforce functions required.
- using the following systems: Impact 360 or any other WFM tool.
- Experience with call center reporting and metrics preferred.
- Proficiency in Microsoft Office Applications including Word and Excel, Google Sheets, Google Studio and other relevant software required.
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