Oversee real-time intraday workforce monitoring and forecasting activities, including making real-time schedule updates and producing extensive workforce performance reports
Job Summary
Oversee real-time intraday workforce monitoring and forecasting activities, including making real-time schedule updates and producing extensive workforce performance reports.
Analyze customer service metrics, forecasts, and trends to identify root causes for variances and make recommendations for service improvements.
Develop and maintain workforce dashboards and analytical tools used to monitor performance and inform decision-making, communicating insights through clear reports and presentations.
Matching Summary
Oversee real-time intraday workforce monitoring and forecasting activities, including making real-time schedule updates and producing extensive workforce performance reports.
Salary
$87,800.00 - $116,745.00
Skills & Requirements
Must-have
Workforce management platforms (Verint, Genesys)
Real-time intraday monitoring
Forecasting and scheduling optimization
Performance reporting and dashboards
Business process reviews
Nice-to-have
Collaborative problem-solving
Data-driven recommendations
Employee performance evaluation programs
Conflict resolution and negotiation
Key Requirements
Extensive experience with WFM platforms
Considerable experience with call-volume forecasting