Senior Executive - WFM
Senior Executive - WFM
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities:1. RealTime Monitoring: Monitor agent activity including adherence to schedules realtime performance metrics and service levels. Track and analyze queue metrics (e.g. call/chat volume average handle time) and forecast deviations. Identify and escalate serviceimpacting issues promptly (e.g. high call volumes agent absenteeism).2. Intraday Management: Adjust staffing levels and schedules in real time based on forecast deviations absenteeism or unexpected surges in demand. Proactively manage breaks lunches meetings and training sessions to balance productivity with agent wellbeing. Manage intraday performance reports and communicate findings to relevant teams (operations team leaders etc.).3. Communication: Coordinate with team leaders and supervisors to ensure proper staffing across different queues. Provide realtime updates on service levels agent adherence and performance to leadership and operations teams. Communicate workforce adjustments or intraday changes to the team effectively.4. Reporting and Data Analysis: Generate and maintain reports on realtime performance including service levels agent occupancy and adherence. Analyze realtime data to recommend immediate actions or longterm improvements to workforce planning. Prepare postday reports summarizing daily performance highlighting areas for improvement.5. Service Level Optimization: Adjust workforce allocations overtime or skill routing in real time to meet performance objectives. Recommend operational changes to maintain optimal service levels during peak times or low demand.6. Tool Management: Utilize workforce management tools/software (such as IEX Verint or NICE) to track and manage realtime data and performance. Ensure data integrity and accuracy within WFM tools.
Qualifications :
Experience in workforce management particularly in realtime monitoring or resource planning is preferred. Strong understanding of contact center metrics (service levels adherence occupancy). Proficiency in WFM tools and software (e.g. IEX Verint NICE). Excellent communication and collaboration skills with the ability to work in a fastpaced environment. Strong analytical and problemsolving skills to quickly assess situations and make datadriven decisions. Flexibility to adapt to changes in business needs and volume fluctuations
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
