Project Manager - R01570380

India·BangaloreEmployeemid

OperationsProject Manager

0 views0 saves0 applied

Apply Now

Quick Summary

Key Responsibilities

Monitor real-time contact center performance across multiple channels, including Voice and Chat, to ensure service level goals are met Track and analyze operational metrics such as service level,

Requirements Summary

Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field Certification in Workforce Management (e.g., CWFM,

Technical Tools

OperationsProject Manager

Project Manager

Experience Range: with at least 7 years of experience in workforce management, real-time analysis, or contact center operations, including experience supporting daily operational performance and staffing effectiveness Key Responsibilities:

Monitor real-time contact center performance across multiple channels, including Voice and Chat, to ensure service level goals are met

Track and analyze operational metrics such as service level, average speed of answer, abandonment rate, occupancy, handle time, and adherence

Identify and address performance variances, emerging trends, and operational risks impacting business objectives

Recommend and execute intraday staffing adjustments, including schedule changes and resource reallocation, to optimize staffing utilization

Coordinate with Operations Leadership and Workforce Management teams to resolve staffing gaps, attendance issues, and productivity challenges

Maintain and administer workforce management systems, ensuring data integrity and accurate schedule uploads

Prepare and deliver real-time operational updates, intraday performance summaries, and end-of-day reports to leadership and stakeholders

Support continuous improvement initiatives by identifying process enhancements and assisting with root cause analysis related to service level variances

Required Skills:

Advanced proficiency in workforce management tools such as NICE IEX, NICE WFM, Verint, Genesys, Calabrio, or Aspect

Expertise in real-time analysis and intraday management within contact center environments

Strong knowledge of workforce management principles, staffing concepts, and service level management

Advanced Microsoft Excel skills for data analysis and reporting

Experience with maintaining workforce management systems and dashboards

Preferred Skills:

Experience with automation or scripting for workforce management reporting

Familiarity with advanced analytics platforms for operational performance monitoring

Knowledge of contact center telephony systems and integrations

Experience supporting schedule optimization initiatives

Desired Qualifications: