Workforce Management Specialist

SolarEdge Technologies; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

SolarEdge Technologies in Bengaluru seeks a Workforce Administrator to monitor call volume, analyze performance metrics, and manage workforce scheduling. The ideal candidate will have 1-2 years of experience and be proficient in Microsoft Office applications.

Responsibilities include providing actionable data, scheduling trainings, and preparing KPI reports. Strong analytical skills and effective communication are essential for success in this role.

Qualifications

• 1-2 years' experience in a workforce management role.
• Experience utilizing Erlang-C calculations for staffing needs.
• Must be proficient with Microsoft Office (intermediate Word, advanced Excel, Power BI).

Responsibilities

• Monitor daily call volume and other key performance metrics.
• Analyze real-time adherence data to identify trends and training opportunities.
• Maintain users and profiles within WFM software.
• Create schedules based on the forecast and adjust for daily call center and agent needs.
• Work closely with leadership to schedule trainings/meetings.
• Provide actionable data to various internal support groups.
• Provide feedback to call center team leaders and managers.
• Prepare and analyze internal reports for applicable KPI’s.

Skills

Workforce management

Erlang-C calculations

Verbal communication

Written communication

Analytical skills

Microsoft Office

Tools

Power BI

Excel

Job description

SolarEdge Technologies

( JD- Workforce Administrator)

Responsibilities

• Monitor daily call volume and other key performance metrics
• Analyze real time adherence data to identify trends and training opportunities
• Maintain users and profiles within WFM software
• Creating schedules based on the forecast and adjusting for daily call center and agent needs
• Works closely with leadership to schedule trainings/meetings with minimal impact to support coverage
• Provides actionable data to various internal support groups as needed
• Provides feedback to call center team leaders and managers
• Prepares and analyzes internal reports for applicable KPI’s
• Perform other duties as assigned

Requirements

• 1-2 years' experience in a workforce management role.
• Experience utilizing Erlang-C calculations for staffing needs
• Remains firm and assertive, keeping customer experience as number one priority
• Excellent verbal, written and interpersonal communication skills
• Must be self-motivator and self-starter
• Exceptional listening and analytical skills
• Strong time management skills
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (intermediate Word, advanced Excel, Power BI )