Workforce Specialist Lead

Job Description

An individual who can collaborate with supervisors to identify training gaps and assess agent performance, support the development of call center infrastructure and call routing, on-going support and assessing team efficiency, scheduling opportunities and upscaling / downscaling efforts including roll-on/off of call center staff. Provide and assess daily Call Metrics

Process/Functional Skills: 

·        Workforce Planning: Assist in the development and implementation of workforce planning strategies to ensure staffing levels align with business goals and operational needs.
·        Scheduling: Create and maintain employee schedules, ensuring optimal coverage and adherence to workforce plans while minimizing overstaffing or understaffing.
·        Data Analysis: Collect, analyze, and interpret workforce data to provide insights into performance, efficiency, and areas for improvement. Generate regular reports on key performance indicators (KPIs).
·        Performance Monitoring: Monitor employee performance metrics and attendance data, identifying trends, opportunities, and issues that impact productivity and operational efficiency.
·        Resource Allocation: Optimize resource allocation, including equipment, workspaces, and personnel, to support operational needs while minimizing waste and downtime.
·        Communication and Coordination: Collaborate with various departments, including HR, operations, and team leaders, to ensure that workforce management aligns with business requirements.
·        Training and Development: Identify training and development needs for the workforce, collaborating with HR to plan and implement training programs.

Qualification: 

·        A Graduate in any field. Post graduation in MBA or equivalent will be preferred.