Job description

Duration: 6 months Experience: 2-3 years o Job Description § Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of inbound and/or outbound calls at the desired service level.

§ Duties and Responsibilities May Include:

· Coordinate onboarding task completion among new hires

· Capture orientation attendance

· Provide accurate roster management and attrition tracking

· Communicate to new hires and ensure understanding of start dates and day 1 expectations

· Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.

· Monitors site to ensure optimal staffing levels.

· Manages real time schedule adherence and highlights outliers via chat

· Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.

· Ensures that all reports originating from the department are accurate and reliable.

· Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

§ You Bring Knowledge and Expertise

§ Required Experience:

· 1-2 years workforce analyst experience

· Strong working knowledge of Operations and operations measures.

o Strong math aptitude

· Strong understanding of computer skills such as Outlook, WebEx Teams, CRM platforms.

· Intermediate Excel skills

§ Preferred Experience:

· 1 to 2 years experience in call center workforce analyst or management role

· Strong workforce management and statistical background

· Experience working in an inbound or outbound call center

· Call center operations management experience

· Staffing forecasting experience

§ Education:

· Bachelor’s degree or equivalent years of industry experience.

Job Type: Full-time

Salary: $28.00 - $32.00 per hour

Benefits:

• Health insurance

Schedule:

• Day shift
• Monday to Friday

Experience:

• call center workforce analyst: 1 year (Preferred)

Work Location: Remote

Speak with the employer
+91 7411881317

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