Workforce Operations Specialist
24 hours ago
This role oversees the workforce planning and real-time contact management across multiple international locations. The incumbent will ensure service levels are met across various interactions, managed disruption response, and oversee staffing allocation minute by minute.
Operating in a fast-paced environment, this role involves collaboration with internal and external partners, and may require out-of-hours work and international travel.
Key Responsibilities:- Forecast and schedule staffing needs across all contact channels and regions.
- Monitor and adjust real-time resource allocation to meet service levels.
- Manage demand fluctuations, including during disruption or emergency events.
- Collaborate with command centre and tech platforms to align resources.
- Support contact centre partners with scheduling and performance management.
A third-level degree in Business, Economics, Commerce or equivalent experience is required. Additionally, proven experience in workforce management within a large contact centre is essential.
Hands-on knowledge of contact centre tools is also necessary, along with excellent analytical, communication, and problem-solving skills.
Flexibility, proactivity, and the ability to work independently and in teams are also key requirements for this role.
Additional Info:Working hours are full-time, with flexibility required for disruptions support.
Occasional international travel to contact centre locations may be necessary.
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