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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.