The Workforce Specialist is responsible for monitoring and analyzing real-time contact center performance to ensure optimal staffing levels and service levels are met. This includes monitoring call volume, agent availability and other key metrics to make real-time adjustments to staffing and scheduling as needed. The Real-Time Shift Coordinator also provides regular reports and analysis to management to help identify trends and opportunities for improvement.The Real-Time Shift Coordinator will report to the WFM manager and work closely with the customer support team to ensure that customer support is delivered in a timely and efficient manner.
Key Responsibilities
Responsibilities:
Monitor and manage the real-time contact center performance and make staffing adjustments as needed to meet service level goals
Taking action during the day when actual performance is significantly different from the assumptions used to create the forecast and/or schedule
Re-planning staffing and scheduling for the near-term period
Create shifts and breaks schedule for all customer support agents on weekly basis via WFM system taking into account the needs of businesses and agents’ preferences
Analyze call volume, agent availability, adherence and other key metrics to identify trends and opportunities for improvement
Provide regular reports and analysis to management on contact center performance
Monitor the relevance of agents’ profile, skills and attendance
Collaborate with workforce management team to ensure accurate forecasting and scheduling
Collaborate with other departments to ensure alignment of staffing and scheduling with business needs
Skills, Knowledge and Expertise
Requirements:
Bachelor's degree in a relevant field (e.g. math, statistics, business)
2+ years of experience in customer support or a related field
Proficiency in WFM system and Microsoft Excel
Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
Knowledge of contact center processes and metrics
Strong analytical and problem-solving skills
Strong communication and collaboration skills to work effectively with cross-functional teams
Benefits
Benefits
We are an international Team of inspired professionals located all over the globe.
We have an inclusive company culture, embracing diversity, integrity and transparency. We strive for work-life balance and cherish the moments you spend with your loved ones, off-work. In the same spirit as for our product, we are caring and nurturing for our employees.
Our people are granted 100% trust and freedom to apply their own vision and come up with their ideas from day 1 at Tabby. You are the one who takes responsibility for your area of work. We encourage everyone to think and make decisions like Tabby was their own business, well because it is. Our employee stock options programme is available for everyone.
You will have an opportunity to learn and grow in one of the fastest growing fin tech companies in the region
We’ll set you up with the devices required for your work.
