Workforce Services Specialist
Designation: Workforce Services Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 years
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What would you do? Effectively communicate observations to the Field Operations team, Vendor Managers (both Internal and Client side) and Senior Management to ensure time critical resolution/action. Work closely with the Scheduling & Forecasting team. Identify, develop, and implement processes and procedures to support CLIENT business strategy and maximize the customer experience
What are we looking for? Workforce application familiarity. Communication skills. Analytical and reasoning techniques. Knowledge of WFM software (e.g. IEX, eWFM). Strong WFM basics.
Roles and Responsibilities: Work with business community to identify operational impacts of call routing changes. Identify call volume trends and average on a weekly, monthly, quarterly and seasonal basis. Make/propose improvements to work products, services or processes. Establish or expand relationships with key individuals. Improve team productivity. Deliver client satisfaction through accurate delivery and demonstration of ownership Provide Training and guidance to Scheduling TL’s Specific duties include staff management, providing forecasts to Client and third party/out-sourced call centers, working with call center staff to create and modify staff scheduling and providing call allocation forecasts to call center control operations Optimize the use of department technology and workforce management techniques to improve Call Center efficiency and effectiveness Innovate and devise scheduling templates, work patterns, business rules, break/offline activities management to enhance the accuracy of scheduling and achievement of business goals
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