Workforce Specialist
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Responsibilities- Creation of the schedule for the Casablanca moderation team - Approval of PTO requests - Lead weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week’s performance and forecasted performance of the remainder of the current week and next week, while also identifying risks- Manage intraday staffing levels across multiple sites / entities- Monitor real-time staffing Adherence Alerts - Monitor real-time Latency moderator work state reports - Monitor real-time SLA and TH - Ownership & administration of intraday schedule changes- Clearly and quickly communicate identified intraday or other risks to management and other team members- Optimise HC and Staffing expenses to increase moderator Utilization.

  • Actively involved in process improvement and KPI development- Coordinate and interact with internal and external integrated partners regarding real-time performance, making adjustments where necessary to balance client and operational goals- Provide clear and tactful communication to OM- Creates innovative solutions to unique challenges and follows through to a successful outcome- Conducts root cause and threat analysis for items impacting performance or stability- Develops and presents analytical reporting using available data understanding the needs of stakeholders at differing levels of authority (from agent to executive team)Qualifications1.
  • University-level education : BA or above.2. +5 years of Experience as a Workforce Specialist / Manager or any related field.

    3. Experience in Data visualization and Scripting languages (a plus).4. Expert in problem-solving. Good at finding solutions for complex issues.

    5. Good Data Analytics skills. Fluent using Microsoft Excel or other data analysis tools.6. Good communication skills, and stakeholders management.

    7. Strong analytical abilities, critical thinker and decision-maker, clear communicator, aptitude for negotiation and rational persuasion, calm under pressure8.

    Highly motivated, creative and a self-starter able to excel with minimal supervision

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