Posted:1 week ago|
Platform:
Work from Office
Full Time
Key Responsibilities:
Workforce Management:
Monitor real-time queue performance and agent adherence.
Forecast call volumes and staffing requirements using historical data.
Prepare agent schedules and adjust intraday staffing as needed.
Coordinate with operations to manage shrinkage, absenteeism, and staffing gaps.
Support capacity planning and headcount analysis.
MIS & Reporting:
Create and maintain daily, weekly, and monthly reports (e.g., attendance, productivity, service level).
Generate dashboards in Excel or Power BI for performance and staffing metrics.
Automate reporting processes to improve accuracy and efficiency.
Ensure data accuracy and timely report delivery to stakeholders.
Experience:
13 years in Workforce Management (real-time monitoring, scheduling, forecasting).
Minimum 1 year of experience in MIS reporting and data analysis.
Skills:
Proficiency in MS Excel (VLOOKUP, Pivot Tables, Charts, Macros preferred).
Working knowledge of WFM tools (e.g., Aspect, NICE IEX, Genesys, Verint) preferred.
Basic knowledge of SQL or Power BI is a plus.
Strong analytical, communication, and time-management skills.
Key Competencies:
Attention to detail and accuracy
Data-driven decision making
Problem-solving attitude
Ability to work in a fast-paced environment
Team collaboration
Preferred Certifications:
WFM Certification (if available)
Excel/Power BI certification (optional but desirable)
Europ Assistance India
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