Job Description

Primary Responsibilities: * Forecasting and Planning: Analyze historical call volume data to forecast future demand and staffing requirements, develop long-term and short-term staffing plans to meet service level targets & Create forecasts for inbound, outbound volume.

• Scheduling: Manage agent schedules to optimize resource allocation and ensure adequate coverage & Adjust schedules in real-time to respond to unexpected changes in call volume or staffing.
• Real-Time Monitoring: Monitor real-time call center performance metrics, including service levels, occupancy, and adherence, Identify and address discrepancies between forecasted and actual performance & Implement changes to minimize service disruptions and optimize workforce utilization.
• Reporting and Analysis: Generate and analyze reports on key performance indicators (KPIs) from VOC dashboard, provide insights and recommendations based on data analysis to improve efficiency and productivity & communicate performance trends and potential issue when required.
• Process Improvement: Continuously assess WFM processes & VOC data and recommend improvements to enhance accuracy and efficiency.
• Knowledge Repository Management: knowledge in develop and maintain a centralized knowledge repository or database where information, documents, and insights are stored in an organized manner, which are uploaded into Internal knowledge based.
• Article Curation: Ensure that the knowledge repository is up-to-date, relevant, and well-organized. Curate content to make it easily accessible by employees.
• Technology Implementation: Explore and implement new features related to knowledge management tools and technologies with the support & guidance\'s of enterprises team.
• Collaboration with Departments: Work closely with different departments to consolidate information and articles needs and collaborate on creating and maintaining relevant content available for employees in knowledge portal.
• Continuous Improvement: Identify opportunities for continuous improvement in knowledge management & processes. Seek feedback from users and stakeholders to enhance the knowledge-sharing experience.
• Change Management: Implement changes to knowledge management processes with a focus on change management principles. Ensure that internal stakeholders are informed and updated with the progress happening at digital customer service.
• Providing strong support to customer care team & the manager in any area flexibly whenever required.

Amway