Senior Operations Officer WFM - Contact Centre

Job description

About the role:

We are currently recruiting for Senior Operations Officer – WFM for Customer Contact Centre.

As Senior Operations Officer, you will ensure continuous optimization of Contact Centre performance and productivity through the management, supervision and coordination of the activities and schedules of Customer Service Agents and support staff. Responsible to manage capacity Planning, Scheduling, Forecasting, Real Time Management, Reporting and administrates Contact Centre applications AVAYA and VERINT WFM.

Your specific responsibilities include:

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Forecast volumes of voice/non-voice activities both short-term and long-term.

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Review forecasts on an intra - daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for- improvement and implement solutions.

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Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary. Manage and analyses real time Contact Centre performance, manage intra/inter-day activity for same day staffing adjustments and call routing re-alignments.

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Schedule skilled staff based on forecast and anticipated volume across all markets/services, including the use of scheduling tools, the designing of shift patterns and schedule adjustments as necessary.

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Review Key Performance Metrics and subsequent drivers, implementing actions for improvement

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Communicate explanation for variance of workload, KPIs and/or resource availability and initiate recommendations for any changes to improve forecasting/scheduling efficiency with Planning Manager and other stakeholders.