Process Developer – Work Force Management Job Description Template
Our company is looking for a Process Developer – Work Force Management to join our team.
Responsibilities:
- Inputs daily exception request then updates schedules;
- Attends centralized or site management meeting, as required;
- Comfortable to have discussions with operations;
- Support process improvements, Lean/Six Sigma projects;
- Previous experience in workforce management – real-time and floor management, crafting workforce SOPs, and SLA management is an advantage;
- Optimize breaks the day of or day before the actual schedule;
- Monitors real-time agent schedule alignment;
- Conducts root cause analysis of SLA deviations, action plan development and resolution;
- Other assigned tasks as required by the business;
- Monitors and lead activities to support service level agreements;
- Intermediate, computer skills with the ability to navigate multiple windows applications and use searching tools to find information;
- Produces and analyzes efficiency reports;
- Coordinates entitlement planning and scheduling.
Requirements:
- Any Graduate;
- Excellent attendance record;
- Able to work with minimal supervision;
- Excellent analytical skills;
- Experience in Forecasting/Capacity Planning in a BPO Voice environment;
- Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) that includes real-time consistency preferred;
- Good interpersonal skills.