Bayt.com
https://bayt.page.link/tHedVEZC7UW2iAMJ8
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Other Business Support Services
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Job Description

Key Responsibilities:
    • Create and maintain daily and weekly schedules for agents based on forecasted call volumes and service level agreements (SLAs).
    • Adjust schedules in real-time to accommodate fluctuations in call volume and staffing availability.
    • Monitor call queues and agent performance throughout the day to ensure optimal service levels.
    • Identify and address issues proactively, including coverage gaps and performance challenges.
    • Analyze performance metrics and provide insights to the management team regarding trends, potential issues, and areas for improvement.
    • Assist in preparing regular reports on staffing efficiency, productivity, and service levels.
    • Serve as a liaison between management and agents, effectively communicating scheduling changes, performance updates, and operational needs.
    • Collaborate with other departments to align workforce management strategies with overall business objectives.
    • Assist in onboarding and training new WFM team members as needed.
    • Provide guidance and support to agents regarding scheduling processes and policies.
Qualifications:
    • Bachelor’s degree in Business, Management, or a related field preferred; relevant experience may be considered in lieu of a degree.
    • 1 to 2 years' experience in workforce management
    • Strong analytical and problem-solving abilities.
    • Proficient in Microsoft Excel and other data management tools.
    • Excellent communication skills, both written and verbal.
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