Workforce Optimization Specialist
3 days ago
Work Force Management Role:
The Work Force Management role at Welsend Global Services Inc. is a critical position that requires strong analytical and leadership skills. As a key member of our operations team, you will be responsible for overseeing the planning, reporting, and management of our workforce to support data-driven decision-making.
Responsibilities:
- Data Analysis: Analyze workforce data to inform staffing decisions and optimize workforce management practices.
- Strategy Development: Develop and implement strategic plans to improve workforce productivity and efficiency.
- Leadership: Lead a team of Workforce Analysts and/or Leaders to provide end-to-end services to multiple campaigns or combined agent teams.
- Collaboration: Collaborate with operations, customer service, sales, and other departments to understand business needs and optimize human resource allocation.
Requirements:
- A Bachelor's degree in Business Administration, Operations Management, or a related field.
- Minimum of 5 years of Workforce Management experience in BPO.
- Advanced skills in Microsoft Office, Business Suite, and Google Spreadsheets.
- At least 3 years of experience managing groups of Workforce Analysts and/or Leaders, providing end-to-end services to multiple campaigns or combined agent teams.
- Proven experience and knowledge in using workforce-related tools and applications.
- Excellent communication and interpersonal skills.
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