Job Description

Roles & Responsibilities

To manage care reporting, MIS, and all the workforce management tasks, including analyzing agent historical performance; generating and overseeing schedules, and schedule adherence in order to enhance the overall customer experience journey. within the Organizational policies and procedures.

Key Accountability Areas

• Define the most accurate forecast for different functions and calculate the right sizing per function.
• Coordinate with operations team to implement work schedule, keep track of the changes to forecast, and shift swapping.
• Providing timely and accurate Management Information to support the Call Centre Management team in driving efficiencies at the team and individual agent level
• Perform basic functions like running reports, exporting data, changing agent skills, and activating agent traces.
• Responsible for maintaining accurate employee information in WFM and other databases.
• Monitoring schedule adherence and notifying the operations team when agents are out of adherence.
• Work out various alternatives for identifying staffing needs and sources.
• Responsible for calling data strategy including the scheduling of calling lists to ensure maximum productivity and dataset penetration
• Responsible for day-to-day Dialer management and daily reporting of dialer activity to include all relevant reports e.g., Calling list and campaign
• Monitor the team and agent performance for inbound and outbound systems maintaining maximum productivity
• Liaise with Shift Managers and Agents to maximize company campaigns
• Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner
• Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement
• Promote to other employees within the organization the implementation and adherence to policies, procedures, processes, and instructions
• Follow daily operations relating to the job to ensure work continuity
• Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards
• Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner

Desired Candidate Profile

• 2 - 4 Years of relevant experience
• Bachelor Degree in a relevant field is required