Workforce Management Specialist
23 hours ago
Job Summary:
- As a Workforce Management Specialist at TASQ Staffing Solutions, you will be responsible for optimizing staffing levels to meet contractual goals. This involves analyzing forecasts and staffing assumptions to ensure the team is adequately staffed.
- You will assist in providing staffing requirements for new and existing businesses, preparing short-term and long-term staffing projections using optimal staffing plans.
- Additionally, you will publish finalized staffing plans every week, taking into account business dynamics and customer requirements.
- Manpower requisitions will be managed, and their status will be tracked to ensure timely hiring, training, and go live.
- Forecasting volumes, AHT, and Shrinkage will be computed based on historical data, taking into account seasonality and trends.
- Strong analytical skills and the ability to interpret data, identify trends, and make suggestions for improvements are essential for this role.
- Excellent communication and interpersonal skills are required to develop trust and professional rapport with employees and team members.
- Experience with applications such as CMS Avaya Supervisor/eWFM/IEX and strong knowledge of MS-Excel are necessary.
- Good knowledge of WFM concepts and the ability to identify and understand trends and patterns are also required.
Requirements:
- Two+ years of workforce management experience in a contact center environment
- English proficiency
- Strong verbal and written communication skills
- Ability to be customer-oriented in managing communications and issues
- Strong analytical skills
- Ability to be pro-active in developing trust and professional rapport with employees and team members
- At least one year of experience as a Resource Planner/Capacity Planner
- Experience with applications such as CMS Avaya Supervisor/eWFM/IEX
- Strong knowledge of MS-Excel
- Ability to communicate/present with various levels of stakeholders
- Good knowledge of WFM concepts
- Good analytical skills
- Ability to identify and understand trends and patterns
- Knowledge of multi-skill/site/vendor scheduling scenarios with experience of handling omni channel programs would be an added advantage
Non-negotiable Requirements:
- Good comms and good to excellent excel skills
- Has experience yet on creating full blown schedule shells
- Tool knowledge on using NICE IEX tool
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