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Workforce Analyst (02 Positions)

Lahore, Pakistan

Job Description:

  • Responsible for providing operational floor support (remote & physical) and ensure smooth delivery of SLAs through efficient workforce management.
  • Manage the real time traffic control, attendance, breaks forecasting and scheduling operations for the call center.
  • Coordinate with Call Center management to ensure a proper plan is created and executed to so service level requirements are met.
  • Maintain current knowledge of policies and procedures and implements process improvements.
  • Manage user permissions, credentialing and removals.
  • Notify management of agent adherence issues.
  • Own process of variance explanations.
  • Monitor real time call volume and handle time performance to ensure the appropriate flow of calls the correct people.
  • Review staff levels in real time to ensure adherence to schedule and makes adjustments to active schedules as needed.
  • Maintain all operational reports including attendance, payroll, breaks, outages tracker etc. to bring visibility in terms of departmental performance.
  • Assist in voice / non-voice volume handling whenever required.
  • Perform any other task as assigned by the management.

We are looking for:

  • Minimum Education: Minimum Graduation.
  • Required Experience: Minimum 1 year call center experience.

Skills:

  • Thorough knowledge of excel and other reporting platforms.
  • Excellent communication and presentation skills.
  • Analytical mind and business acumen.
  • Strong knowledge of customer care processes and techniques.
  • Problem-solving aptitude.
  • Flexible and open personality.
  • Well versed with industry best practices.
  • Specialized certification is a plus.
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