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Measurement & Report Manager with English

Sofia Job No. 12385090 Full-time - On-Site

Job Description

The Workforce Management WFM and Reporting Lead is responsible for overseeing the planning, forecasting, scheduling, and real time management of the workforce. This role ensures optimal staffing levels to meet demands, service level agreements SLAs and business objectives. Additionally, the WFM and Reporting Lead is responsible for developing and maintaining comprehensive reporting systems that provide actionable insights to drive operational efficiency.

Scheduling Ensure that right people are at the right place at the right time to service the
forecast demand while achieving service level goals
Monitor high quality scheduling inputs agent availability, forecast, arrival patterns, SLAs
Incorporate and optimize shrinkages
Manage time off and holiday bidding
Ensure timely release of schedules to agents and monitor workload assignment and rebalancing
Manage a weekly planned vs actual tracking and ensure client goals are met and reported
Provide qualitative insights, proactively highlight risks
Ensure capacity, hiring, attrition backfills etc are closely managed with operations and recruitment team
Intraday Management Track workloads across all channels both Real Time and Scheduled Call and rebalance each day s workload efficiently
Ensure intraday adherence and escalations issue resolutions in case of any staffing, operational or technical incidents


Analyze and improve intraday performance variations e.g., due to staffing absenteeism high volume high handled time Proactively suggest scheduling, routing and skilling strategies to optimize costs and resource utilization Effectively communicate any events that inhibit the ability to meet demand i.e. system outages Reporting Analytics Deliver insightful, actionable intelligence that can drive continuous productivity improvement Develop, implement, and maintain comprehensive reporting systems to track key performance indicators KPIs and operational metrics. Generate and distribute regular reports on workforce performance, adherence to schedules, and service level compliance. Analyze data to identify trends, variances, and areas for improvement, providing actionable insights to senior management. Collaborate with other departments to develop customized reports and dashboards that meet their specific needs. Basic Qualifications Minimum of 5 years of experience in workforce management and reporting, preferably in a sales call center or customer service environment. Experience with workforce management tools and software e.g., NICE, Verint, Aspect . Strong analytical skills with the ability to interpret complex data and develop actionable insights. Proficiency in using reporting and data visualization tools e.g., Excel, Tableau, Power BI . Excellent communication and interpersonal skills, with the ability to effectively present information to senior management

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