Workforce Management Senior Specialist
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Key skills for this role
About the Role
HungerStation is looking for a Workforce Management Senior Specialist to manage care reporting, MIS, and workforce management tasks including forecasting, scheduling, and dialer management.
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
- Run reports, export data, change agent skills, and activate 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
- Manage calling data strategy including scheduling of calling lists
- Monitor team and agent performance for inbound and outbound systems
- Liaise with Shift Managers and Agents to maximize company campaigns
Requirements
- 2 4 years of relevant experience
- Bachelor's degree in a relevant field
Full Job Posting
Company Overview
- Hungerstation is part of the Delivery Hero Group, a global local delivery platform operating in around 65 countries.
Key Accountability Areas
- 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.
- Run reports, export data, change agent skills, and activate 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.
- Manage calling data strategy including scheduling of calling lists.
- Monitor team and agent performance for inbound and outbound systems.
- Liaise with Shift Managers and Agents to maximize company campaigns.
- Follow all relevant policies, procedures, and processes.
- Contribute to continuous improvement of processes and productivity.
Qualifications
- 2 4 years of relevant experience.
- Bachelor's degree in a relevant field.
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