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 schedule adherence.
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, track changes, and shift swapping
- 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
- Manage day to day Dialer management and daily reporting of dialer activity
- Monitor team and agent performance for inbound and outbound systems
Requirements
- Experience in workforce management, including forecasting and scheduling
- Analytical skills for reporting and data analysis
- Knowledge of dialer management and call center operations
Full Job Posting
Overview
- 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.
Key Accountability Areas
- 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
- Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner
Additional Duties
- 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
- 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
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