Role and Key Responsibilities:

Workforce Planning:
•Forecast call volumes, staffing requirements, and shrinkage to create accurate schedules.
•Adjust staffing plans in real-time based on demand fluctuations.

Scheduling & Attendance:

• Develop and maintain employee schedules to meet business needs.
• Monitor attendance, tardiness, and adherence to schedules.

Performance Monitoring:
 • Track KPIs (e.g., service level, occupancy, AHT) and provide actionable insights.
 • Identify and address productivity gaps or inefficiencies.

 Team Leadership:
 • Supervise and mentor WFM analysts/coordinators.
 • Collaborate with operations and HR to resolve staffing conflicts.

 Reporting & Analysis:
 • Generate daily/weekly reports on workforce performance.
 • Recommend process improvements based on data trends.

 Key Skills and knowledge: 

• Proficiency in WFM tools (e.g., Calabrio, Aspect, NICE).

• Advanced Excel (pivot tables, macros) and data analysis.
• Strong communication and problem-solving skills.

 Shift Flexibility: Willingness to work in shifts, including weekends/holidays.

Educational Qualification:  Bachelor’s degree