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Workforce Analyst (01 Position)

Lahore, Pakistan
KEY RESPONSIBILITIES:
 
  • Responsible to provide technical support to operational staff remotely and ensuring smooth delivery of SLAs through efficient workforce management.
  • Prepare all operational reports which includes Client SLA reports, Daily & Real-Time attendance reports, Payroll reports, Reports of break abuse and Outages.
  • To manage staff attendance and traffic controlling (breaks and queue setting), simultaneously.
  • Volume forecasting and staff scheduling according to the forecast.
  • Coordinate with Call Center management to ensure a proper plan is created and executed to meet service level requirements.
  • Managing user credentials and permissions.
  • Highlight adherence-related issues to the management.
  • Monitor real-time call volume and escalate any abnormalities along with suitable solutions.
  • Review real-time staff levels and adjust active schedules as needed.
  • Perform ad-hoc tasks as assigned by the management.

Education: Graduation
Experience: Min. 1 year call center experience

Knowledge, Skills & Personal Characteristics:
 
  • Excellent communication and presentation skills.
  • Strong knowledge of customer care processes and techniques.
  • Analytical mind and business acumen.
  • Must be good in trend analysis, forecasting, and implementation.
  • Well-versed with industry's best practices.
  • Ability to perform under stress.
  • Specialized certification is a plus.
  • Readiness to maintain flexible timings to serve global clientele across different time zones.
Specific Tools, Technologies, or Equipment Skills:
  • Excel, VBA, and knowledge of other reporting platforms.
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