Overview

In a call center, the responsibility 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 incoming calls at the desired service level. This role supports the mechanisms to improve our contact center performance and client objectives. This role will also involve learning and demonstrating keys aspects in the planning & delivery Lifecyle and will be an evolving role that will inherit WFM attributes and objectives.

Qualifications Experience within a BPO (essential). Experience in workforce management or real-time monitoring within a contact center environment. Matric equivalent qualification (essential). Proven experience with tools like IEX, Aspect, Calabrio, Genesis, Omnichannel or similar platforms (preferred). Strong analytical and organizational skills with the ability to multitask Basic Excel skills Responsibilities Analyze account KPI’s, call ...