Hiring for WFM Coordinator

touch2success software solutions private limited

Roles & Responsibilities:

Lead weekly and daily staffing review meetings with management and forecast / scheduling

analysts detailing previous and current weeks performance and forecasted performance of

remainder of current week and next week, while also identifying risks

Manage intraday staffing levels across multiple sites/entities

Monitor real-time staffing Adherence Alerts

Monitor real-time ACD agent work state reports

Ownership & administration of intraday schedule changes

Clearly and quickly communicate identified intraday or other risks to management and other team

members

Optimises FTE and Staffing expenses to reduce cost per call and increase agent utilization and call

per hour metrics

Actively involved in process improvement and KPI development

Coordinate and interact with internal and external integrated partners regarding real-time

performance, making adjustments where necessary to balance client and operational goals

Provide clear and tactful communication to Client Delivery Management, Client Account Managers

and Client Teams

Creates innovative solutions to unique challenges and follows through to a successful outcome

Conducts root cause and threat analysis for items impacting performance or stability

Develops and presents analytical reporting using available data understanding the needs of

stakeholders at differing levels of authority (from agent to executive team)

Experience

Minimum of 3 years of relevant experience preferred.

Strong in MS Excel or Google Sheets

Flexible to work in night shifts

We offer a great work environment and friendly team culture. Competitive Pay and Benefits.

These vacancies are urgent. Immediate Interviews.

Experience : 3 - 6 Years

No. of Openings : 1

Education : Any Bachelor Degree

Role : WFM Coordinator

Industry Type : Recruitment Consulting / Staffing Services

Gender : [ Male / Female ]

Job Country : India