Workforce Management Operations Specialist

• 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.

• 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.

• Competitive salary & unlimited opportunities for professional and career growth;

• Remote from Georgia;