MIS/Work Force Management Agent

Responsibilities:

• Data Collection & Reporting: Collect, compile, and analyze data from various sources (e.g., ACD systems, CRM, HRIS, WFM software) to generate daily, weekly, and monthly MIS reports and dashboards.
• Performance Monitoring: Monitor real-time key performance indicators (KPIs) such as service levels, adherence, occupancy, average handling time (AHT), and queue performance. Identify deviations from targets and alert management.
• Scheduling & Roster Management: Assist in creating and adjusting agent schedules, shifts, and breaks to optimize staffing levels against forecasted volumes and ensure service level adherence. Manage time-off requests, shift swaps, and exceptions.
• Forecasting Support: Support the WFM team in short-term and long-term forecasting by analyzing historical data trends (e.g., call volumes, chat volumes, email inquiries) and identifying patterns.
• Intraday Management: React to real-time fluctuations in workload and staffing, making immediate adjustments to schedules, breaks, and skill assignments to maintain service levels.
• Data Analysis & Insights: Conduct ad-hoc data analysis to identify root causes of performance issues, recognize trends, and provide actionable insights and recommendations for operational improvements.
• System Administration: Maintain data integrity within WFM systems (e.g., Aspect, Verint, Genesys WFM, or in-house tools) and ensure accurate data entry.
• Process Improvement: Identify opportunities to streamline WFM and reporting processes, enhance data accuracy, and improve overall efficiency.
• Communication: Communicate effectively with operations teams, team leads, and management regarding staffing levels, performance trends, and potential risks.
• Documentation: Create and maintain documentation for WFM processes, reporting methodologies, and data definitions.