Posted:6 days ago|
Platform:
Work from Office
Full Time
Develop and manage short- and long-term forecasts based on historical data and business trends.
Create and maintain agent schedules to meet SLA and productivity targets. Monitor real-time performance and adjust staffing as needed. Collaborate with Operations, QA, and Training teams to align workforce strategies. Analyse shrinkage, occupancy, and adherence metrics to optimize efficiency. Generate WFM reports and dashboards for leadership review. Lead a team of WFM analysts and planners
Mandatory:
Strong analytical and Excel/Google Sheets skills. Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys). Experience in multi-channel support environments. Excellent communication and stakeholder management. Good to Have: Knowledge of Google Workspace tools. Familiarity with AI-driven forecasting or scheduling tools. Experience in BPO or tech support environments
Enrich And Enlight Business Consulting
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