Workforce Management Specialist

7 days ago

Melbourne, Victoria, Australia beBeeManagement Full time $60,000 - $80,000
Job Title:

We are seeking a seasoned Workforce Management Specialist to join our team. As a key member of our operations group, you will be responsible for driving CRM contact performance and real-time process maturity through the implementation and maintenance of best practice Workforce Management (WFM).

Key Responsibilities:
  • Act as a liaison between Centralized and Site WFM teams to ensure seamless collaboration and effective communication.
  • Prepare daily/weekly/monthly MIS reports and presentations/decks to provide actionable insights and recommendations.
  • Utilize Erlang to prepare schedules for different queues across multiple locations, ensuring optimal resource allocation and productivity.
  • Resolve escalated issues and requests from site management in a timely and professional manner.
  • Perform root cause analysis of SLA deviations, develop action plans, and implement resolutions to drive continuous improvement.
  • Monitor real-time queue, schedule adherence, and attendance to identify areas for enhancement.
Requirements:
  • Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams.
  • Proficiency in MS Excel and PowerPoint to create engaging reports and presentations.
  • Strong analytical and problem-solving skills to analyze data and develop actionable insights.
  • Ability to handle pressure situations and work well under tight deadlines.
  • Ambitious and driven individual with a desire to continuously learn and grow.

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