To manage work force management in an effort to increase the operational effectiveness.

• To report daily call center metrics on all projects, teams, and agent performance.

• Analyzing and adjusting staffing to maximize efficiency and service level requirements.

• Ensure tracking center attendance

• Reporting and Tracking staffing ratios and seat utilization/optimization.

• Responsible for ensuring accurate use of WFM databases critical to the business by training and management of the personnel.

• Building effective working relationships with internal and external departments.

• To keep track on the changes to forecast

• Tracking, monitoring, and reporting trends in project metrics.

• To work out various alternatives for identifying staffing needs and sources.

• Own and drive WFM and data mining tool deployment

• Own and drive other tools (CSAT, FCR etc.) deployment in the contact center Standards

Job Details

Preferred Candidate