Workforce Specialist

Job Description

• Communicate changes to scheduling to ensure suitable daily resource coverage.
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
• Ability to facilitate Daily Operations updates.
• Manage non-productive time request process, ensuring activities are planned without impacting SLAs
• Reports the operational violations to HR to implement the CC Code of Conduct.
• Design business analysis and data recording systems for use throughout the department.
• Maintain databases and perform updates as necessary to ensure accuracy.
• Regularly examine data reports to locate and resolve mistakes throughout.
• Accurately analyze and collect data for various types of business reports.
• Create business reports that provide insight into key data points.
• Communicate the results of data analysis in written and verbal form to managers.
• Support various departments, including marketing and sales, in reaching their goals through analysis.
• Responsible for managing and ensuring that the service level agreements for various programs are met.
• Manage the call volume, daily attendance, and program break schedules.
• Work closely with the operations team to analyze and help improve their delivery processes.
• Generate ideas for process and service improvement planning.
• Produce daily, weekly, and monthly internal reports.
• Use trends and reports to forecast requirements.
• Assist with projects and other duties as requested or assigned.

Job Requirements

• Proficiency in MS office.
• Good Business writing skills.
• Good Presentation Skills.
• Good Analytical.
• Understanding the nature of the call center industry.
• Basic knowledge of COPC Standards & Approaches.
• Good understanding of workforce management methodologies.
• Organizing and Time Management
• Good Communication Skills
• Initiative
• Attention to Details
• Ability to handle multiple tasks.
• Ability to handle ambiguity and change Problem Solving.
• Analytical Skills Educational Background.
• Bachelor’s Degree.