Key Responsibilities:
Analyze historical data to forecast future staffing needs based on call volume trends and service level agreements (SLAs).
Develop and maintain staff schedules, ensuring optimal coverage across all operational hours.
Monitor call center operations in real-time to ensure performance standards are met.
Analyze inbound/outbound call volumes and trends to forecast staffing needs.
Adjust schedules and resources dynamically based on real-time data.
Collaborate with team leaders and management to communicate performance issues and develop solutions.
Prepare and present real-time performance reports and metrics.
Identify areas for improvement and implement best practices.
Assist in developing strategies to optimize workforce management.
Maintain and update reporting tools and dashboards.
Shift Module .
Working Hours 9.
Working days 5 days per week.
Rotational days off.
