Workforce Operations Manager

1 month ago

Melbourne, Victoria, Australia Probe CX Full time
Workforce Lead

At Probe CX, we're driven by a passion for excellence and a commitment to delivering exceptional results. Our team is dedicated to pushing the boundaries of what's possible and achieving great success with our clients across the Pacific, Asia, and North America.

Key Responsibilities:
  • Analyze the impact of volume, AHT, and shrinkage on staffing requirements to ensure optimal resource allocation.
  • Maintain operational forecasts and create variance analysis to inform strategic decisions.
  • Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner.
  • Analyze staffing plans to ensure delivery locations are appropriately staffed based on client requirements and internal capacity plan numbers.
  • Establish a professional and collaborative working relationship with clients to meet their needs and expectations.
  • Maintain flexibility to adapt to changing requests and actions assigned to meet client needs.
  • Responsible for short-term and long-term workload forecasting, scheduling, real-time resource management, and proactively working to meet daily metrics by staying in constant communication with care center teams.
Qualifications:
  • Must have at least 2 years of experience as a Workforce Supervisor in a BPO setting.
  • Must have experience in forecasting, capacity planning, and people management.
  • Preferably with experience using NICE IEX, WFM, MS Excel, or relevant WFM tools.

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