Workforce Management Operations Specialist
inDrive
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Tbilisi, Georgia
Posted on Friday, May 24, 2024
Workforce Management Operations Specialist
Georgia, Tbilisi
- Remote
- Full-time
- Senior
We are seeking for a Workforce Management Operations specialist to join our team!
Responsibilities
- Creation and maintenance of forecasting/scheduling plans with accurate and efficient scheduling models to meet business objectives on the assigned lines of support;
- Monitor and optimize ongoing performance on all lines (agents shift planning and optimisation)
- Control variations between staff available & required per given interval and provide adjustment solutions;
- Analyze historical data and trends to forecast future contact volumes and staffing requirements, identify opportunities to improve service level and operational efficiencies;
- Creation of required statistics, charts and reports after data is analyzed;
- Define and establish operational KPI metrics and draw WFM-related dashboards;
- Monitor and analyze key performance metrics (e.g. service level, occupancy, shrinkage, attrition, absenteeism) and provide recommendations to improve operational performance;
- Calculate and work out key CS metrics such as Contact rate, Cost per contact, CS cost breakdown, for the assigned lines of support and regions;
- Understand BPO management - Control of staffing and available resources while taking into account the forecast targets;
- Optimize the possible handled volume for all channels to ensure the forecast is met within predetermined KPIs and the optimal allocation of skills;
- Managing invoicing process - processing payments based on service provided;
- Constant knowledge improvement in tasks and tools and focus on continuous development;
- Communication interface to employees - Work closely with various regional and local counterparts/partners on WFM/operational topics.
Qualifications
- Preferably business education /desirably work experience in Customer Service Centers;
- Technical proficiency in Google Suite/ MS Office tools;
- Preferably experience in scheduling/capacity planning;
- Experience with any planning/scheduling software beneficial;
- Excellent understanding of numerical reasoning and analytical thinking;
- Good command of English (spoken and written) is mandatory;
- High communication and interpersonal skills;
- High resilience and flexibility;
- Team orientation;
- Analytical, structured, result-driven approach and a high level of initiative;
- Attention to detail and accuracy;
- Ability to analyze critical situations in the context of operational planning with the aim to present solutions;
- Ability to interpret complex contractual facts in regards to the components of WFM cycle.
Conditions & Benefits
- Competitive salary
- Hybrid work mode and flexible schedule
- Diverse internal training programs
- Partially or fully paid additional training courses
- All necessary work equipment
This job is no longer accepting applications
See open jobs at inDrive.See open jobs similar to "Workforce Management Operations Specialist" General Catalyst.