Found Description
Key Responsibilities
- Manage scheduling, attendance, and staffing requirements.
- Monitor real-time performance and address staffing gaps.
- Support forecasting, capacity planning, and reporting.
- Analyze workforce metrics and recommend improvements.
- Coach Workforce Analysts and coordinate with Operations teams.
Qualifications
- Experience in Workforce Management within a BPO/contact center environment.
- Knowledge of forecasting, scheduling, and real-time management.
- Strong analytical, reporting, and leadership skills.