- Create and maintain agent schedules that align with forecasted workload, operational requirements, and employee preferences, ensuring compliance with labour laws and company policies.
- Monitor real-time data, including ticket volumes, live messaging queues, and agent availability, to ensure optimal coverage and adherence to SLAs.
- Proactively address staffing gaps or workload fluctuations by reallocating resources or making adjustments to assignments.
- Track and report on schedule adherence, attendance, and productivity metrics.
- Identify and escalate real-time issues (e.g., volume surges, system outages) to appropriate stakeholders and execute contingency plans as needed.
- Recommend and implement process improvements or automation opportunities to enhance workforce management efficiency.
- Assist in the development of accurate short-term and long-term workload forecasts by analysing historical data, current trends, and external factors.
- Collaborate with stakeholders to translate forecasts into actionable staffing plans and schedules.
- Generate and share detailed reports on team performance, operational efficiency, and adherence to KPIs.
- Identify trends, bottlenecks, and areas for improvement using data insights and collaborate with teams to implement solutions.
Communication SkillsAnalytical SkillsProblem-solving skills