Description
We are looking for a highly motivated and analytical Workforce Management (WFM) Specialist to join our team. The WFM Specialist is responsible for real-time management of employee activity and scheduling to meet client requirements and service level agreements.
Key Responsibilities
- Manage real-time employee activity (productivity, AHT, service level, ASA, queues).
- Develop and implement WFM processes and Excel templates.
- Create weekly and monthly agent schedules.
- Handle ad-hoc requests.
Skills, Knowledge and Expertise
- Excellent communication skills (written and oral).
- 1+ year of WFM experience (scheduling, reporting, incident/outage management, real-time/intraday management).
- MS Excel proficiency.
- Strong commitment to SLAs.
- Ability to work with global teams.
- Willingness to handle diverse tasks.
Benefits
Perks and Benefits when you join VSS:
- HMO Day 1
- Paid Vacation Leaves
- Leaves Convertible to Cash
- Life and Accident Insurance
- Health Insurance
- Night Differential
About Virtual Staffing Solutions
We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.