Workforce Management (Wfm) Specialist İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
Overview of tasks:
· Create shift patterns and plan/schedule necessary staff in accordance to that
· Use client or internal forecast to accommodate operational needs
· Check legal requirements with scheduling and take necessary actions if needed
· Prepare data input for client needs and presentations
· Review forecast accuracy, and make proactive recommendations to minimize variance
· Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact the execution of meeting SLAs
What we are looking for:
· Outstanding analytical skills and number affinity
· Creative and problem solving oriented
· Know-how in managing workforce adherence in different lines of business in a multiskill environment simultaneously
· Excellent MS Excel skills (such as formula calculation, formatting, pivot charts)
· Communication skills and teamwork
· Proactive and able to take decisions based on real time situations
· Innovation and a high degree of flexibility and autonomy
· Good time management and workload prioritization skills
· Very good English language proficiency
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