Workforce Management
- NoBroker
- 2 - 6 years
- Bengaluru
- 3 months ago
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Job Description
Role & responsibilities
- Forecasting and Scheduling: Analyze historical data and trends to forecast volumes, and create schedules for agents to meet demand.
- Staffing and Resource Planning: Determine optimal staffing levels, skill sets, and resource allocation to meet business requirements.
- Scheduling Optimization: Ensure schedules are optimized to meet service level agreements (SLAs), minimize overtime, and reduce costs.
- Real-time Monitoring: Monitor real-time data, identify trends, and make adjustments to schedules as needed.
- Adherence and Compliance: Ensure agents adhere to schedules, policies, and procedures.
- Performance Analysis: Analyze performance metrics, identify areas for improvement, and provide insights to stakeholders.
- Reporting and Analytics: Generate reports on workforce performance, adherence, and other key metrics.
Additional Responsibilities
- Intra-day Management: Manage intra-day scheduling, breaks, and time-off requests.
- Agent Scheduling Preferences: Accommodate agent scheduling preferences while ensuring business needs are met.
- WFM Process Improvement: Continuously evaluate and improve WFM processes to enhance efficiency and effectiveness.
- Collaboration with Stakeholders: Work with operations, HR, and other stakeholders to ensure alignment and effective workforce management.
Skills and Qualifications
- Analytical and Problem-Solving Skills: Ability to analyze data, identify trends, and make informed decisions.
- Communication and Interpersonal Skills: Effective communication and interpersonal skills to work with various stakeholders.
- Technical Skills: Proficiency in WFM software, Excel, and other relevant tools.
- Attention to Detail: Ability to maintain accuracy and attention to detail in scheduling and reporting. let me know the keywords to source the profiles
Job Classification
Industry: Real EstateFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: NoBrokerLocation(s): Bengaluru
Keyskills: Real Time Analysis SLA Management WFM Capacity Planning KPI Monitoring MIS Scheduling Reporting Workforce Planning Forecasting
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