Workforce Management

Job Description

• Develop, create, adjust, and maintain agent rosters based on business and client requirements.
• Perform real-time schedule monitoring and adjustments to manage call volume fluctuations and staffing changes in accordance with SOPs.
• Allocate shifts, breaks, and off days while balancing business needs, contractual requirements, and agent preferences.
• Monitor schedule adherence and workforce utilization, working closely with Operations to resolve issues.
• Maintain workforce forecasts and support daily and short-term workforce planning activities.
• Prepare and deliver weekly, monthly, and ad-hoc workforce and scheduling reports.
• Manage multiple tasks efficiently in a fast-paced, high-volume operational environment while ensuring data accuracy.

Job Requirements

• Diploma or Degree in Human Resources, Business Administration, or a related field is preferred.
• Minimum 3–4 years...