Job Description
- Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning).
- Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation.
- FTE and volume management which includes managing peaks and uplifting capacity via overtime and flexible workforce.
- Assigning employees to schedules based on their preferences and business rules and managing intraday activities. Analyzes workflow and staffing work assignments to ensure operational benchmarks are met.
- Monitors the department’s performance through reports and raw data. Works directly with the leads to coordinating daily activities across functional units.
- Responsible for accurate reporting of the daily, weekly, and monthly SLAs.
- Incident management - Identifies, documents and reports systems performance issues as they impact the depar...
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