Cultfit - Workforce Management Role

workforce management

Job Description:

- Responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, Tardiness & conformance. Handling real time and historical data.

- Monitoring availability of consultants in real time and ensuring the service level is met for both voice and chat processes

Key Responsibilities:

- Executes plans and ensures effective implementation of schedules

- Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns

- Identify root cause for performance gaps and recommend solutions to operations.

- Monitor intra-day work volume, real-time staffing, AHT, agent adherence and provide information on employee activity, absences, meetings and other schedule exceptions

- Identify call volume trends and averages on a monthly, quarterly and seasonal basis

- Reconciles daily attendance with consultants' schedule and time in/time out reporting in coordination with the Team leader

- Create and deliver daily, weekly and monthly WFM reports

- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.

- Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.

- Manage non-productive time request process , ensuring activities are planned without impacting SLAs

- Reports the operational violations to HR to implement CC Code of Conduct

Key Skills/Tools: Operations, RTM, Roster management, Workforce Management, MS Office, Google Sheets

Behaviour:

- Minimum Qualification- Graduation/PG

- Experience of 4+ years in MIS/WFM in core Telesales

- Should have sound knowledge of Telesales and Chat process' metrics

- Go getter attitude with extremely high level of curiosity to find out 'how's' of business

- Ability to learn quickly

- Ability to build rapport and trusting relationships

- Ability to multitask and organize activities based on priority