Contact Center Workforce Optimization Expert

Workforce Optimization Specialist Job Summary: We are seeking a highly skilled Workforce Optimization Specialist to join our team. In this role, you will be responsible for monitoring and managing call volumes, agent availability, and workload distribution in real-time. You will analyze queues for adherence opportunities and take corrective actions to optimize operational efficiency. Key Responsibilities: Real-time monitoring of call volumes and agent status Staffing adjustments to maintain optimal staffing levels Break management to ensure agents take scheduled breaks Adherence monitoring to track agent adherence to their schedules Performance reporting on key metrics Collaboration with operations teams to identify and address operational challenges Identifying trends and patterns that may impact service levels Escalation management to address critical issues System management using workforce management software The ideal candidate will have a strong understanding of contact center operations and key performance metrics. They will be able to work independently and as part of a team to achieve service level agreements. Shift timings are 9 hours between 4:30 PM to 4:30 AM IST.

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