Senior Associate - BPO Workforce Planning and Scheduling

BPO Planning & Scheduling Senior Associate

Responsibilities:

 

• Oversee agent schedules and shift activities in real-time to effectively manage ongoing changes, agent adherence, and absenteeism.
• Continuously update and adapt skilling strategies throughout the day to ensure service level targets are consistently achieved.
• Prioritize and action high-importance items promptly and efficiently.
• Utilize or develop experience in WFM or Real-Time Analyst roles, although prior experience is not mandatory.
• Apply in-depth knowledge of contact center operational management methodologies and principles to enhance overall efficiency.
• Proficiently use various computer software programs such as MS Excel, Teams, and Outlook for data analysis and communication purposes.
• Employ a creative problem-solving approach and actively foster team collaboration to address operational challenges.
• Demonstrate excellent interpersonal and communication skills to interact effectively within the team and with stakeholders.
• Operate comfortably in a fast-paced, high-stress production environment, ensuring smooth operations even under pressure.
• Minimum 2+ years experience in WFM
• Should be flexible with rotational US Shifts.
• Should have hands-on experience on NICE IEX, Genesys, Avaya CMS and Verint.

The Real Time Analyst role requires a proactive, adaptable individual with a strong grasp of real-time operational management within a contact center environment. The position demands swift decision-making abilities and a keen eye for detail to maintain service level targets while optimizing the workforce.

Experience Level

Senior Level