Optimizing Workforce Performance

1 week ago

Tatu City, Kenya beBeeOperations Full time
Workforce Management Specialist

Our organization is seeking a skilled Workforce Management Specialist to implement effective workforce strategies and optimize operational staffing for our Call Center.

  • Key Responsibilities:
  • Develop and implement strategic plans to achieve optimal staffing levels, adjust schedules as needed, allocate tasks on specific times and dates, and ensure proper coverage for call center departments.
  • Provide performance reports related to forecasting, scheduling, service levels, and agent performance to management.
  • Oversee shift bids, review PTO allowances and requests, resolve escalated schedule-related issues, and assist with the development of training on workforce processes.
  • Manage the WFM forecasting/scheduling software system, prepare and analyze agent schedules to meet service level requirements efficiently within work rules, legal requirements, and other constraints.
  • Ensure schedules are published within acceptable timeframes, optimize scheduled breaks and lunches daily, and analyze requests for schedule changes and respond appropriately.
  • Interpret trends and recommend operational changes as necessary to management, evaluate departments to identify scheduling gaps and recommend additional agents if needed.
  • Monitor daily service levels and productivity, adjust schedules as needed, deliver reports and respond to inquiries in a timely manner.

Requirements:

  • Bachelor's Degree or equivalent relevant work experience.
  • At least one year of experience working in a 500+ seat omni-channel contact center as a forecasting or scheduling analyst, preferably using Genesys Cloud.
  • Proven track record in implementing workforce strategies and plans.
  • Understanding of workforce processes, including staff planning, workload distribution, and trend analysis.
  • Demonstrated ability to analyze data within limited timeframes and recommend alternatives.
  • Basic understanding of omni-channel communications platforms.
  • Proficient in Genesys Cloud CX and Microsoft Office (Word, Access, Excel, PowerPoint) and business applications.
  • Excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.
  • Strong organizational skills, with the ability to multitask and work under pressure to meet deadlines.
  • Ability to work in a fast-paced, dynamic environment with shifting priorities.
  • Proactive and self-motivated, able to work independently and collaboratively.

Availability: Ability to work variable shifts, Monday through Friday, with some weekends.

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