About the Role
The position is responsible for overseeing daily workforce activities, analyzing real-time data, and implementing scheduling adjustments to meet service goals and maintain efficiency across teams.
Responsibilities
- Monitor real-time performance metrics and staffing levels across teams
- Adjust agent schedules based on current and forecasted demand
- Collaborate with supervisors to address staffing shortages or surpluses
- Respond promptly to operational disruptions affecting service levels
- Use workforce management software to track attendance and productivity
- Communicate scheduling changes to team leads and affected personnel
- Identify trends in call volume and service delivery patterns
- Support adherence to service level agreements and performance targets
- Escalate critical staffing issues to management when necessary
- Maintain accurate records of schedule deviations and corrective actions
- Assist in onboarding new team members to scheduling systems
- Participate in daily planning meetings with operations leads
- Ensure compliance with labor regulations and internal policies
- Provide input for forecasting models based on real-time observations
- Facilitate smooth transitions between shifts and work periods
- Track agent punctuality and adherence to assigned shifts
- Generate reports summarizing daily staffing outcomes
- Support special projects related to workforce optimization
- Promote efficient use of resources during peak and off-peak hours
- Maintain data integrity in workforce management tools
- Coordinate with IT for system access and troubleshooting
- Contribute to continuous improvement initiatives
- Ensure timely communication during emergency events
- Assist in testing new scheduling features or platforms
- Uphold confidentiality of personnel and operational data
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexible scheduling
Team
Part of the Workforce Management team within customer operations
What You’ll Do
- Oversee real-time staffing to meet service demands
- Adjust schedules dynamically based on volume trends
- Ensure team adherence to planned work hours
- Report on daily operational performance
- Collaborate with team leaders during critical events
What We’re Looking For
- Analytical mindset with attention to detail
- Experience in high-volume service environments
- Ability to thrive in a fast-moving setting
- Strong technical and organizational abilities
- Proven track record in workforce support roles
Not available for this position
