Workforce Services Specialist

Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 years

What would you do
Effectively communicate observations to the Field Operations team, Vendor Managers (both Internal and Client side) and Senior Management to ensure time critical resolution/action. Work closely with the Scheduling Forecasting team. Identify, develop, and implement processes and procedures to support CLIENT business strategy and maximize the customer experience

What are we looking for
Workforce application familiarity. Communication skills. Analytical and reasoning techniques. Knowledge of WFM software (e.g. IEX, eWFM). Strong WFM basics.

Roles and Responsibilities: Work with business community to identify operational impacts of call routing changes. Identify call volume trends and average on a weekly, monthly, quarterly and seasonal basis. Make/propose improvements to work products, services or processes. Establish or expand relationships with key individuals. Improve team productivity. Deliver client satisfaction through accurate delivery and demonstration of ownershipProvide Training and guidance to Scheduling TLsSpecific duties include staff management, providing forecasts to Client and third party/out-sourced call centers, working with call center staff to create and modify staff scheduling and providing call allocation forecasts to call center control operationsOptimize the use of department technology and workforce management techniques to improve Call Center efficiency and effectivenessInnovate and devise scheduling templates, work patterns, business rules, break/offline activities management to enhance the accuracy of scheduling and achievement of business goals

QualificationAny Graduation