Workforce Services Associate

Job Description:

Responsibilities

• Monitor Operations agent and/or agent group adherence, correcting any "out-of-compliance" situations
• Identify opportunities to improve staff balancing and overall operational performance
• Effectively communicate observations to the Field Operations team and Senior Management to ensure timely critical resolution/action
• Monitor real time queue and well versed with the concept of re-forecasting
• Understand Staff Management concepts
• Understand Schedule and Line Adherence
• Have knowledge on Trend Analysis of metrics
• Have knowledge on Intraday Escalation/Downtimes, Attendance/Leave Management and concept of Shrinkage

Qualifications & Experience

• Proficient in MS Excel & other Microsoft Office tools
• Workforce application familiarity (Nice Total view - IEX / ACD)
• Communication skills
• Analytical and reasoning techniques
• 2 -3 years Contact Center Experience
• 18 months relevant experience in Work Force Management (WFM)
• Natural Communicator (Essential)
• Perception Skills (Essential)
• Planning & Organization skills (Essential)
• Team Player (Essential)
• Energetic (Essential)
• Positive Mindset (Essential)
• Flexible (Essential)
• Qualifications:Any Graduation
• Years of Experience:1 to 3 years