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Senior Lead - Workforce Management

First American·Bengaluru

Pay not stated2–5 yrsFull-time
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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

  • 2–5 yrs of experience
  • Customer service
  • Documentation
  • Problem solving
  • Any graduate

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