( JD- Workforce Administrator) What will you be doing?
- Monitor daily call volume and other key performance metrics
- Analysis real time adherence data to identify trends and training opportunities
- Maintain users and profiles within WFM software
- Creating schedules based on the forecast and adjusting for daily call center and agent needs
- Works closely with leadership to schedule trainings/meetings with minimal impact to support coverage
- Provides actionable data to various internal support groups as needed
- Provides feedback to call center team leaders and managers
- Prepares and analyzes internal reports for applicable KPI’s
- Perform other duties as assigned
Country:
India
City:
Bangalore
REQUIREMENTS
Requirements::
- 1-2 years' experience in a workforce management role.
- Experience utilizing Erlang-C calculations for staffing needs
- Remains firm and assertive, keeping customer experience as number one priority
- Excellent verbal, written and interpersonal communication skills
- Must be self-motivator and self-starter
- Exceptional listening and analytical skills
- Strong time management skills
- Ability to multitask and successfully operate in a fast paced, team workplace
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with Microsoft Office (intermediate Word, advanced Excel, Power BI )