Posted:1 hour ago|
Platform:
Work from Office
Full Time
Job Description
Requirements
Reporting & Analysis:
Deliver performance reports and actionable insights to senior leadership, providing dashboards and data to drive informed decision-making.
Process Improvement:
Identify opportunities to improve WFM processes, enhance WFM tool efficiency, and drive automation to reduce waste and improve agent well-being.
Stakeholder Collaboration:
Partner closely with Operations, HR, IT, and other business units to align WFM strategies with overall business goals, drive process improvements, and ensure seamless execution of WFM plans.
Performance Monitoring:
Oversee and analyze real-time performance metrics (e.g., call volume, adherence, shrinkage, productivity) to proactively identify and address variances and service disruptions.
Forecasting & Scheduling:
Analyze historical data and predict future staffing needs, then create effective shift schedules that align with service demands, employee availability, skills, and legal compliance.
Strategic Planning:
Develop and implement workforce strategies, including long-term capacity planning and short-term scheduling strategies, to ensure optimal resource allocation and meet business goals.
Cross Country Infotech
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