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Workforce Optimization Specialist
3 weeks ago
**About the Role**
We are seeking a highly skilled Workforce Optimization Specialist to join our team at Welsend Global Services Inc.
The ideal candidate will be responsible for overseeing workforce management, planning, and reporting to support data-driven decision-making. This role involves analyzing workforce data, developing staffing strategies, and implementing effective workforce management practices to enhance productivity and efficiency.
Key Responsibilities:
- Scheduling and Work Hour Management: Develop employee schedules based on business needs, forecasted data, and historical trends to ensure proper manpower allocation.
- Real-Time Monitoring and Adjustment: Monitor agents' statuses, intervening actively to move non-productive agents to productive roles as needed.
- Performance Management and Reporting: Monitor employee performance data, analyzing individual and team efficiency and service levels.
- Cross-Departmental Collaboration: Collaborate with operations, customer service, sales, and other departments to understand business needs and optimize human resource allocation.
Requirements:
- Preferably 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.
