Workforce Specialist

Hi, we are Breadfast. Your one-stop shop for bakeries, groceries, fruits & veggies!

We are looking for a Workforce Specialist to support our growing CX team. You will manage the short-term and long-term forecasting, ensure goals are met through forecast modeling, collaborative planning, and effective communication with various cx teams/ channels.

Job responsibilities

  • Analyze contact volume patterns by campaigns, contact groups, queues, and associates’
    skill sets.
  • Develop forecasting models to predict voice contact volume and key call statistics, email
    volume, chat, and future additional channels.
  • Utilize/ initiate workforce management software to forecast contact volume and cx teams
    scheduling.
  • Communicate necessary real-time and proactive adjustments to the workforce plan based on
    changing/dynamic forecasts and re-forecast when necessary.
  • Ensure schedules are generated timely to maximize the effective allocation of resources
  • Analyze workload, vacation and absence records, training, meeting and coaching schedules.

 

Qualifications

  • Work experience should be at least 1+ years in abovementioned industries
  • Advanced Excel and data visualization skills.
  • Have a good understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels.

 

Apply Now

Please apply now by sending your updated CV to [email protected], mentioning the job title “Workforce Specialist” in the email subject.

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