Senior Lead - Workforce Management
BengaluruFull-time2–5 yrsPosted 4 days ago
Mid-level operations role at First American in Bengaluru. Needs 2+ years.
About the role
Senior Lead - Workforce Management at First American. Develop and maintain accurate forecasting models using multiple data sources to determine staffing needs for calls, emails, and chats.
What you'll do
- Develop and maintain accurate forecasting models using multiple data sources to determine staffing needs for calls, emails, and chats
- Partner with business stakeholders to understand call drivers, volume trends, and operational impacts
- Analyze business requirements and design customized workforce solutions
- Administer and manage Workforce Management platforms for inbound queues
- Monitor, analyze, and report workforce performance metrics
What you need
- Customer service
- Documentation
- Problem solving