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Job Description
Job Description
Β - Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.
Β· Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability, in accordance with standard operating procedures (SOPs).
Β· Allocate shifts, breaks, and off days by balancing agent preferences, contractual agreements, and business needs.
Β· Monitor schedule adherence, identify deviations, and proactively address non-compliance or productivity issues with the Operations team.
Β· Maintain accurate and up-to-date headcount forecasts based on historical trends, seasonal patterns, and business forecasts.
Β· Generate and analyze WFM performance reports, including schedule adherence, coverage gaps, utilization, and staffing efficiency.
Β· Provide administrative support to the WFM Manager and contribute to ongoing operational...