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reporting workforce management forecasting scheduling kpis📋 Description
- Develop and maintain accurate WFM forecasts and schedules based on data and volumes.
- Monitor real-time performance metrics such as volumes, service level, and adherence.
- Identify trends to optimize staffing levels and resource allocation.
- Monitor and manage inbound queues across multiple channels.
- Coordinate with supervisors to schedule breaks, lunches, and meetings, ensuring coverage.
- Role is onsite at Manila office, five days a week.
🎯 Requirements
- Experience as a Workforce Management or Real-Time Analyst in a contact center.
- Strong analytical skills to interpret data and act in real time.
- Proficiency with WFM and reporting tools for contact center ops.
- Excellent communication to collaborate with teammates and stakeholders at all levels.
- Strong organizational skills; multitask in a fast-paced environment.
- Knowledge of CS metrics such as service level, AHT, occupancy, and adherence.
- Ability to adapt to changing priorities and quick decisions for resource allocation.
- Strong problem-solving and drive for process improvements.
🎁 Benefits
- Growing online food delivery market; US growth from $10B to $100B.
- Help restaurants succeed in online food delivery.
- Collaborative environment with guidance from experienced colleagues and managers.
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