SolarEdge Technologies
( JD- Workforce Administrator) What will you be doing?
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Monitor daily call volume and other key performance metrics
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Analysis real time adherence data to identify trends and training opportunities
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Maintain users and profiles within WFM software
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Creating schedules based on the forecast and adjusting for daily call center and agent needs
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Works closely with leadership to schedule trainings/meetings with minimal impact to support coverage
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Provides actionable data to various internal support groups as needed
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Provides feedback to call center team leaders and managers
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Prepares and analyzes internal reports for applicable KPI’s
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Perform other duties as assigned
Requirements:
Requirements::
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1-2 years' experience in a workforce management role.
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Experience utilizing Erlang-C calculations for staffing needs
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Remains firm and assertive, keeping customer experience as number one priority
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Excellent verbal, written and interpersonal communication skills
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Must be self-motivator and self-starter
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Exceptional listening and analytical skills
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Strong time management skills
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Ability to multitask and successfully operate in a fast paced, team environment
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Must adapt well to change and successfully set and adjust priorities as needed
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Must be proficient with Microsoft Office (intermediate Word, advanced Excel, Power BI )
Country:
India
City:
Bangalore
