Workforce Management Senior Specialist
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Key skills for this role
About the Role
Manage care reporting and workforce management tasks, analyze performance, generate schedules, and ensure adherence to enhance customer experience.
Key Skills for This Role
Responsibilities
- Define accurate forecast 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
- Maintain accurate employee information in WFM and other databases
- Monitor schedule adherence and notify operations team of deviations
- Manage calling data strategy and scheduling of calling lists
- Manage day to day Dialer operations and report dialer activity
- Monitor team and agent performance for inbound and outbound systems
- Liaise with Shift Managers and Agents to maximize campaign productivity
Requirements
- Experience in workforce management and call center operations
- Ability to forecast staffing needs and calculate right sizing
- Proficiency in scheduling and schedule adherence monitoring
- Experience with dialer management and reporting
- Strong analytical and reporting skills
Full Job Posting
Job Purpose
- To manage care reporting, MIS, and all workforce management tasks, including analyzing agent historical performance, generating and overseeing schedules, and schedule adherence to enhance customer experience.
Key Accountabilities and Activities
- Define the most accurate forecast for different functions and calculate 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 various alternatives for identifying staffing needs and sources.
- Manage calling data strategy including scheduling of calling lists.
- Manage day to day Dialer management and daily reporting of dialer activity.
- Monitor team and agent performance for inbound and outbound systems.
- Liaise with Shift Managers and Agents to maximize company campaigns.
Governance and Resilience
- Follow all relevant policies, procedures, and processes.
- Contribute to identification of opportunities for continuous improvement.
- Promote adherence to policies and procedures.
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