Deskripsi Pekerjaan
Join Acquire Intelligence as a Workforce Manager and become the backbone of our call center operations! We're seeking a strategic leader to optimize staffing resources, drive operational efficiency, and ensure exceptional service delivery at our Shaw and Eastwood sites. If you thrive in dynamic environments where data meets decision-making, this is your opportunity to shape workforce strategies that directly impact business success. Our culture blends professional growth with a fun, collaborative atmosphere – come build a career while enjoying the journey!
In this role, you'll leverage your analytical expertise to forecast staffing needs, create intelligent schedules, and monitor real-time performance metrics. You'll collaborate with cross-functional teams to align workforce plans with business objectives, ensuring seamless coverage during peak hours while maintaining budget efficiency. This position offers the perfect blend of strategic planning and hands-on execution, ideal for professionals passionate about optimizing operations and driving team excellence.
Tanggung Jawab
- Develop and implement workforce management strategies to optimize staffing levels and resource allocation
- Analyze historical data and trends to forecast call volumes and staffing requirements
- Create and maintain staff schedules ensuring coverage during peak hours while adhering to budget constraints
- Monitor real-time call center metrics (AHT, FCR, adherence) and make dynamic schedule adjustments
- Collaborate with department heads to align workforce plans with business objectives and service level agreements
- Generate performance reports and identify opportunities for process improvements
- Coach team leads on workforce management best practices and schedule adherence
Kualifikasi
- Bachelor's degree in Business Administration, Human Resources, or related field
- Minimum 3 years of workforce management experience in call center environments
- Proficiency in workforce management software (e.g., IEX, Calabrio, Verint)
- Strong analytical skills with ability to interpret data and make data-driven decisions
- Excellent communication and interpersonal skills for cross-functional collaboration
- Ability to work under pressure and manage multiple priorities in fast-paced settings
- Knowledge of call center metrics and service level agreements
- Proven track record of optimizing workforce efficiency and reducing operational costs