Responsible for forecasting call volumes, scheduling staff, and ensuring that the right number of agents are available to meet service demands.
📝 Key Responsibilities:
✔ Forecast call volumes and staffing needs based on historical data.
✔ Create and adjust employee schedules to optimize efficiency.
✔ Monitor real-time staffing levels and adjust schedules as needed.
✔ Analyze performance metrics to improve workforce planning.
✔ Work closely with HR and operations teams to balance staffing levels.
🎯 Required Skills:
✔ Strong analytical and mathematical skills.
✔ Proficiency in WFM software (e.g., Verint, NICE, Genesys).
✔ Ability to forecast and manage workforce scheduling.
✔ Experience in data analysis and reporting.
✔ Strong organizational and decision-making abilities.
