MIS/Work Force Management Agent

Responsibilities:

• Data Collection & Reporting:

  Collect, compile, and analyze data from various sources (e.g., ACD systems, CRM, HRIS, WFM software) to generate daily, weekly, and monthly MIS reports and dashboards.

• Performance Monitoring:

  Monitor real-time key performance indicators (KPIs) such as service levels, adherence, occupancy, average handling time (AHT), and queue performance. Identify deviations from targets and alert management.

• Scheduling & Roster Management:

  Assist in creating and adjusting agent schedules, shifts, and breaks to optimize staffing levels against forecasted volumes and ensure service level adherence. Manage time-off requests, shift swaps, and exceptions.

• Forecasting Support:

  Support the WFM team in short-term and long-term forecasting by analyzing historical data trends (e.g., call volumes, chat volumes, email inquiries) and identifying patterns.

• Intraday Management:

  React to real-time fluctuations in workload and staffing, making immediate adjustments to schedules, breaks, and skill assignments to maintain service levels.

• Data Analysis & Insights:

  Conduct ad-hoc data analysis to identify root causes of performance issues, recognize trends, and provide actionable insights and recommendations for operational improvements.

• System Administration:

  Maintain data integrity within WFM systems (e.g., Aspect, Verint, Genesys WFM, or in-house tools) and ensure accurate data entry.

• Process Improvement:

  Identify opportunities to streamline WFM and reporting processes, enhance data accuracy, and improve overall efficiency.

• Communication:

  Communicate effectively with operations teams, team leads, and management regarding staffing levels, performance trends, and potential risks.

• Documentation:

  Create and maintain documentation for WFM processes, reporting methodologies, and data definitions.