Posted:3 weeks ago|
Platform:
Work from Office
Full Time
The role focuses on end-to-end Workforce Management for non-voice (email) operations, including daily inventory management, real-time queue allocation, and capacity planning across skills and regions. It ensures accurate forecasting, resource optimization, shrinkage tracking, and interval-level skilling to maintain ASA and SLA performance. The position requires leading daily WFM/client calls, providing detailed dashboards and half-hourly reports, and managing contract compliance metrics. It involves continuous coordination with WFM, QA, Training, Tech, and Transport teams to ensure smooth operations. Team management includes hiring, training, performance tracking, and engagement to support overall service delivery.
Wissenpro It Solutions
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