On-site
Full Time
1 Accurate Attendance/Absence updating on eWFM & any absence reporting.
2. Development of reporting formats based on Business needs
3. Data management of Power BI Dashboard
4. Monitor contact center to ensure optimal staffing levels
5. Intraday reporting and Flagging all/any deviations to schedules
7. Facilitate real time discussion with relevant stakeholders.
8. Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
9. Ensures that all reports originating from the department are accurate, relevant and reliable.
10. On the day schedule optimization in order to meet desired service levels, and providing feedback to relevant stakeholders of potential impact to service levels, along with suggestions.
11. Trend analysis on all measures which impact the overall performance of the business unit.
12. Regular planned huddles with Operations highlighting key focus areas.
13. Accurately tracking all/any movement of headcount. (attrition, new recruits)
14. Real Time shrinkage/adherence management
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