Workforce Specialist

 Published Date: October 13, 2021
Job Title:Workforce Specialist
Experience:1 to 3
Education:Bachelor’s Degree
Location:Egypt, Cairo
Category:Customer Service/Support, Operations/Management
Description:
  • Analyze contact volume patterns by campaigns, contact groups, queues, and associates’ skill sets.
  • Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat, and future additional channels.
  • Utilize/ initiate workforce management software to forecast contact volume and Customer Experience teams scheduling. 
  • Communicate necessary real-time and proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
  • Ensure schedules are generated timely to maximize the effective allocation of resources.
  • Analyze workload, vacation and absence records, training, meeting and coaching schedules.
Qualifications:
  • Work experience should be at least 1+ years in the abovementioned industries.
  • Advanced Excel and data visualization skills.
  • Have a good understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels.
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Posted in Customer Service/Support Operations/Management