Senior Associate - Workforce Management (Contact Center)

Job scope:

• Forecast monthly call volumes/events to allocate the workforce sufficiently.
• Prepare staffing schedules based on forecasts and workload inclusive of adjustments for adequate coverage.
• Monitor real-time call stats and schedule adherence.
• Ensure the service level and occupancy according to the specified KPIs.

Skills:

• Bachelor’s degree in MIS, Computer Science, Statistics, or related field.
• Experience in workforce management analysis, preferably in a Call Center.
• Proficient in MS Excel and other MS Office applications.
• Basic programming/data analysis skills and knowledge of Genesis, Avaya, Nice IEX.
• Business knowledge in banking or related fields.