Workforce Management Senior Specialist

Job description

Purpose To manage care reporting, MIS, and all the workforce management tasks, including analyzing agent historical performance; generating and overseeing schedules, and schedule adherence in order to enhance the overall customer experience journey. within the Organizational policies and procedures.

KEY ACCOUNTABILITIES

AND ACTIVITIES Workforce Management Define the most accurate forecast for different functions and calculate the right sizing per function. Coordinate with operations team to implement work schedule, keep track of the changes to forecast, and shift swapping. Providing timely and accurate Management Information to support the Call Centre Management team in driving efficiencies at the team and individual agent level Perform basic functions like running reports, exporting data, changing agent skills, and activating agent traces.

Responsible for maintaining accurate employee information in WFM and other databases. Monitoring schedule adherence and notifying the operations team when agents are out of adherence. Work out various alternatives for identifying staffing needs and sources.

Responsible for calling data strategy including the scheduling of calling lists to ensure maximum productivity and dataset penetration Responsible for day-to-day Dialer management and daily reporting of dialer activity to include all relevant reports e.g., Calling list and campaign

• Monitor the team and agent performance for inbound and outbound systems maintaining maximum productivity
• Liaise with Shift Managers and Agents to maximize company campaigns

Governance and Resilience

• Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner
• Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement
• Promote to other employees within the organization the implementation and adherence to policies, procedures, processes, and instructions

Daily Operations

• Follow daily operations relating to the job to ensure work continuity
• Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards
• Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner

Qualifications

QUALIFICATIONS/REQUIREMENTS 2 - 4 Years of relevant experience Bachelor Degree in a relevant field is required