WORKFORCE MANAGEMENT OFFICER

The Workforce Management Officer is responsible for delivering all requirements assigned to the WF/MIS department, helping the Virtual Store group meet its goals by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly, generating and analyzing reports, monitoring KPIs, directing real-time forecasting to meet service levels, managing of leads and opportunities ensuring efficient conversion of potential leads into loyal customers, and providing advice to management on the most efficient and cost-effective strategies to deliver on service level targets. Conducts and provides analytical guidance to meet business needs.

Responsibilities

• Performing real-time management of all Virtual Advisors via the Telephony system
• Manages the performance of sales leads and generates data-driven reports relevant to the Virtual Store
• Generates schedules for team members based on forecasted volume and workload to ensure adequate staffing to meet service level goals
• Promotes data efficiency through the automation and creation of leads reports in Salesforce, Talkdesk, and other databases, while ensuring all operations dashboards and related production reports are updated on time.
• Overseeing leads management by ensuring advisors engage all leads, using all available methods to reach customers, resulting in booked and closed opportunities.
  
  

Qualifications

• Bachelor's degree holder of any course
• At least 3 yrs relevant work experience in workforce management
• Knowledge in forecasting methodologies and approaches, schedule creation and MIS reporting
• Knowledge in Talkdesk, Salesforce, Erlang computation, capacity planning and other WF platforms
• Strong Mathematical and Analytical skills;
• Sales Lead Management; Advance Excel skills in Power BI and Power Query Skills;
• Excellent and effective communication and presentation skills