Workforce Optimization Specialist

1 month ago


Manila, National Capital Region, Philippines Neksjob Full time
Key Responsibilities:

• Analyze historical call volume data and trends to develop accurate forecasts for staffing needs.
• Collaborate with management to understand business changes that may impact call volume and adjust forecasts accordingly.

Scheduling and Real-Time Management:

• Create and manage staff schedules to ensure adequate coverage for voice-based customer service operations.
• Utilize workforce management tools to optimize scheduling, taking into account employee availability, skills, and preferences.
• Monitor call center performance in real-time, adjusting staffing levels and schedules as needed to meet service level agreements (SLAs).

Reporting and Analysis:

• Generate and analyze performance reports, including key metrics such as average handle time, service levels, and agent productivity.
• Provide actionable insights and recommendations to improve operational efficiency and customer service quality.
• Work closely with team leaders and operational management to align staffing strategies with business goals.
• Engage with training and quality assurance teams to ensure that staff are equipped to handle customer interactions effectively.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field; equivalent experience will be considered.
• Proven experience in workforce management, particularly in a voice-based call center environment.
• Proficiency in workforce management software (e.g., NICE, Verint, Genesys) and reporting tools.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills, with a focus on collaboration.
• Knowledge of call center metrics and performance indicators.

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