Coordinate with operations teams on HC requirement and cross utilisation opportunities, in the case of unexpected rises in moderation volumes or absenteeism.
Be responsible for monitoring operational performance to ensure optimum productivity and results, evaluate schedules to meet incoming volumes, and evaluate potential productivity, quality and customer-service standards by analyzing performance statistics and financial results.
Drive continuous improvement on WFM processes/tools/systems including streamlining & optimizing HC allocation and real-time management.
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