Workforce Operations Specialist
4 days ago
At Tafaseel Business Services, we are seeking a skilled Workforce Operations Specialist to join our team. In this critical role, you will play a vital part in ensuring seamless customer service delivery by effectively managing and coordinating workforce operations.
Key Responsibilities- Create and maintain accurate schedules for agents based on forecasted call volumes and service level agreements (SLAs).
- Monitor call queues and agent performance throughout the day to guarantee optimal service levels.
- Analyze performance metrics to provide valuable insights to the management team regarding trends, potential issues, and areas for improvement.
As a Workforce Operations Specialist, you will be responsible for:
- Identifying and addressing issues proactively, including coverage gaps and performance challenges.
- Collaborating with other departments to align workforce management strategies with overall business objectives.
- Providing guidance and support to agents regarding scheduling processes and policies.
Requirements:
- Bachelor's degree in Business, Management, or a related field preferred; relevant experience may be considered in lieu of a degree.
- 1-2 years' experience in workforce management.
- Strong analytical and problem-solving abilities.
- Proficient in Microsoft Excel and other data management tools.
We offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package. If you are a motivated and results-driven professional looking for a challenging opportunity, please submit your application.
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