Qualifications

Requirements:

• Bachelor's degree in Business, Operations Management, or related field.
• Proven experience in workforce management within a BPO environment.
• Strong analytical and problem-solving skills.
• Proficiency in workforce management tools and software.
• Excellent communication and leadership abilities.

Responsibilities

Responsibilities:

• Develop accurate volume and staffing forecasts based on historical data and industry trends.
• Collaborate with operations teams to understand client requirements and ensure optimal resource allocation.
• Create and manage employee schedules to meet client service level agreements (SLAs).
• Implement scheduling strategies to optimize staffing levels and maximize productivity.
• Monitor and analyze real-time performance data to make immediate adjustments to staffing levels.

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