Workforce Management Senior Specialist
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Key skills for this role
About the Role
HungerStation seeks a Workforce Management Senior Specialist to manage care reporting, MIS, and workforce tasks including forecasting, scheduling, and adherence monitoring. The role involves coordinating with operations, managing dialer activity, and ensuring maximum productivity in a call center environment.
Key Skills for This Role
Responsibilities
- Define accurate forecasts for different functions and calculate right sizing per function
- Coordinate with operations team to implement work schedules and track changes
- Provide timely and accurate Management Information to support Call Centre Management
- Monitor schedule adherence and notify operations team of deviations
- Manage day to day Dialer operations and report dialer activity
Requirements
- Experience in workforce management, forecasting, and scheduling
- Ability to analyze agent historical performance and generate reports
- Experience with dialer management and calling list scheduling
Full Job Posting
Purpose
- To manage care reporting, MIS, and all workforce management tasks including analyzing agent historical performance, generating schedules, and monitoring adherence to enhance customer experience.
Key Accountabilities and Activities
- Define the most accurate forecast for different functions and calculate the right sizing per function.
- Coordinate with operations team to implement work schedule, track changes to forecast, and shift swapping.
- Provide timely and accurate Management Information to support Call Centre Management.
- Perform basic functions like running reports, exporting data, changing agent skills, and activating agent traces.
- Maintain accurate employee information in WFM and other databases.
- Monitor schedule adherence and notify operations team when agents are out of adherence.
- Work out alternatives for identifying staffing needs and sources.
- Responsible for calling data strategy including scheduling of calling lists to ensure maximum productivity.
- Responsible for day to day Dialer management and daily reporting of dialer activity.
- Monitor 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.
- Contribute to continuous improvement of processes and productivity.
- Promote implementation and adherence to policies and procedures.
Daily Operations
- Follow daily operations relating to the job to ensure work continuity.
- Contribute to preparing timely and accurate reports.
- Ensure satisfaction of internal and external customers.
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