Description

• The ideal candidate will have a background in real-time management, scheduling, and reporting within a BPO environment. This role involves analyzing data, optimizing schedules, and providing valuable insights to improve call center operations.
• Data Management: Collect, cleanse, and organize large datasets related to call volumes, agent performance, scheduling, and other workforce-related metrics.
• Reporting and Analysis: Develop and maintain regular reports and dashboards to track key performance indicators (KPIs) such as service level attainment, average handle time, occupancy rate, adherence, and forecast accuracy.
• Performance Analysis: Analyze historical and real-time data to identify trends and areas for improvement in call center operations, staffing, and resource allocation.
• Schedule Optimization: Assist in the creation and optimization of agent schedules to ensure adequate coverage while maintaining operational efficiency and balancing agent preferences.
• Process Improvement: Identify opportunities to streamline workflows, automate processes, and improve WFM systems and tools to increase efficiency.
• Stakeholder Communication: Communicate insights and recommendations to key stakeholders, including Operations and Management teams, to support decision-making and continuous improvement.
• Training and Support: Provide training and support to WFM team members and other stakeholders on the effective use of WFM systems, tools, and best practices.

Requirements

• Preferably a high school graduate or associate degree, or equivalent education/experience.
• 1-2 years of experience in WFM real-time management within a BPO environment, with a basic understanding of scheduling and reporting.
• Intermediate to advanced knowledge of MS Office, particularly MS Excel.
• Proficient in using Google Suites.
• Fluent in both spoken and written English.
• Experience with WFM tools such as IEX, CMS, eWFM, Salesforce, etc.
• Experience with Five9 and Verint applications is a plus but not required.
• Highly analytical with excellent attention to detail.

Preferred Skills:

• Strong organizational and time-management skills.
• Ability to work independently and in a team-oriented environment.
• Ability to adapt to changing priorities and meet deadlines in a fast-paced environment.