Lead Associate - WFM
Lead Associate - WFM
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Job Description
1. Monitor realtime performance metrics such as call volume service level average handle time and adherence to schedule.2. Utilize workforce management tools to forecast and adjust staffing levels based on incoming call volumes and other factors.3. Identify trends and patterns in call volume and agent performance to anticipate future staffing needs and operational challenges.4. Communicate effectively with team leaders and agents to provide realtime coaching and support ensuring adherence to schedule and performance targets.5. Generate and distribute realtime reports and dashboards to key stakeholders highlighting performance metrics and actionable insights.6. Collaborate with other departments such as Training and Quality Assurance to implement process improvements and enhance overall efficiency.7. Act as a point of contact for escalations and urgent issues providing timely resolutions and minimizing disruptions to operations.8. Stay updated on industry best practices and emerging technologies in workforce management and contact center operations.
Qualifications :
Educational Qualification Graduate preferred but not mandatoryPrevious experience in a similar role within a BPO or contact center environmentProficiency in workforce management tools is preferred but not mandatoryStrong analytical skills with the ability to interpret data and make informed decisionsExcellent communication and interpersonal skillsDetailoriented with a focus on accuracy and quality
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
