Data Analyst / MIS Specialist

Urgently Hiring WFM / RTA Associate / MIS Specialist

• WORK FROM OFFICE

• NIGHT SHIFT US PROCESS

WFM Associate General Job Responsibilities:

The Workforce Specialist will be responsible for staffing, scheduling and reporting performance.

Job Duties:

• Create and monitor agent schedules.
• Provide real-time scheduling and call flow support.
• Monitor real-time volume and respond to spikes in list or call volumes in relation to staffing levels, average customer wait time, and call abandon percentages.
• Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work
• Provide scheduled reporting, including hourly, daily, weekly, and monthly reporting, to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc.
• Load daily dialer list and ensure agreed upon dialer strategies are implemented.
• Produce on-demand reports as needed and assigned by workforce management lead and/or supervisor.

Skills and Qualifications:

• 2 years of work experience in contact center workforce management. Strong knowledge of workforce management tools and the ability to maintain them. (Minimum 2 years work experience)
• Intermediate level of experience with Google Sheets and MS Excel (i.e. creating spreadsheets, v lookups, pivot tables, etc.)

• WORK FROM OFFICE

• NIGHT SHIFT US PROCESS

Interested candidates can Email CV at hr1@bellovista.net

Or can WhatsApp CV on 9051296568

Or Call 8100493887 for Interview