Job Description

Job Description

Purpose

To manage care reporting, MIS, and all the workforce management tasks, including analyzing agent historical
performance; generating and overseeing schedules, and schedule adherence in order to enhance the overall

customer experience journey. within the Organizational policies and procedures.

Key Accountability Areas

  • Define the most accurate forecast for different functions and calculate the right sizing per function.
  • Coordinate with operations team to implement work schedule, keep track of the changes to forecast, and shift swapping.
  • Providing timely and accurate Management Information to support the Call Centre Management team in driving efficiencies at the team and individual agent level
  • Perform basic functions like running reports, exporting data, changing agent skills, and activating agent traces.
  • Responsible for maintaining accurate employee information in WF...

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