Workforce Management HTC Global Services

7.0 - 12.0 years

6 - 15 Lacs

Hyderabad, Chennai

Hybrid

The role requires a minimum of 5 years experience with Genesys workforce management suite. Responsibilities include: 1.Forecasting: Analyzing patterns of call volume and average handle time to ensure accurate forecasting of workload demand and staffing needs to meet business goals Assessing the impact of special events 2.Scheduling: Creating and maintaining work schedules and shifts that will meet the needs of the business, as determined by the forecast and company initiatives Monitor incoming volume across all skills and channels (voice, email, chat, Epic work queues), handle times, service levels, headcount, non-phone work, and other statistics (shrinkage) to ensure the appropriate number ...

Posted 3 months ago

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