Description

You will manage workforce metrics and data reporting to optimize call center operations.

Responsibilities

• Collect, cleanse, and organize large datasets regarding call volumes, agent performance, and scheduling metrics.
• Develop and maintain dashboards to track KPIs including service level attainment, average handle time, occupancy, adherence, and forecast accuracy.
• Analyze historical and real-time data to identify trends in staffing and resource allocation.
• Optimize agent schedules to ensure coverage and operational efficiency.
• Identify opportunities to automate processes and improve WFM systems and tools.
• Communicate data-driven insights and recommendations to Operations and Management teams.
• Provide training to team members on the effective use of WFM systems and best practices.

Required Skills

• 5+ years of experience in data management and performance analysis.
• Proven ability in process improvement within a workforce management context.
• Experience handling large datasets and workforce-related metrics.
• Ability to develop and maintain KPI reports and dashboards.
• Knowledge of call center operational metrics such as AHT and occupancy rates.
• Any Graduate degree.

Key Skills

Education

Any Graduate