Job Description Role: Workforce Specialist Lead Location: Dallas Who are we looking for? An individual who can collaborate with supervisors to identify training gaps and assess agent performance, support the development of call center infrastructure and call routing, on-going support and assessing team efficiency, scheduling opportunities and upscaling / downscaling efforts including roll-on/off of call center staff. Provide and assess daily Call Metrics Process/Functional Skills: · Workforce Planning: Assist in the development and implementation of workforce planning strategies to ensure staffing levels align with business goals and operational needs. · Scheduling: Create and maintain employee schedules, ensuring optimal coverage and adherence to workforce plans while minimizing overstaffing or understaffing. · Data Analysis: Collect, analyze, and interpret workforce data to provide insights into performance, efficiency, and areas for improvement. Generate regular reports on key performance indicators (KPIs). · Performance Monitoring: Monitor employee performance metrics and attendance data, identifying trends, opportunities, and issues that impact productivity and operational efficiency. · Resource Allocation: Optimize resource allocation, including equipment, workspaces, and personnel, to support operational needs while minimizing waste and downtime. · Communication and Coordination: Collaborate with various departments, including HR, operations, and team leaders, to ensure that workforce management aligns with business requirements. · Training and Development: Identify training and development needs for the workforce, collaborating with HR to plan and implement training programs. · Technology and Software: Utilize and maintain workforce management software and tools, ensuring data accuracy and system functionality. · Compliance and Regulations: Ensure compliance with labor laws, company policies, and industry regulations. Stay informed about labor market trends and legislative changes. · Continuous Improvement: Identify opportunities for process improvement and automation. Implement best practices to enhance workforce efficiency and productivity. Behavioral Skills: · Communication: Workforce Specialists need strong communication skills to interact with employees, managers, and other stakeholders. They must be able to convey workforce plans, policies, and changes clearly and effectively. · Analytical Thinking: Analytical skills are essential for interpreting workforce data and identifying trends that inform decision-making. Workforce Specialists should be able to analyze data and use it to improve efficiency and performance. · Problem-Solving: The ability to identify workforce-related problems and come up with practical solutions is a key behavioral skill. Workforce Specialists often need to address staffing issues, performance bottlenecks, and resource allocation challenges. · Teamwork: Collaborative skills are important for working with various departments within the organization, such as HR, operations, and team leaders. A workforce specialist must coordinate efforts to ensure that staffing aligns with business needs. · Flexibility: Workforce Specialists should be adaptable and open to change. They often need to adjust staffing plans or processes to accommodate fluctuating demand or evolving business priorities. · Time Management: Effective time management is essential for prioritizing tasks, meeting deadlines, and managing a dynamic workload. Workforce Specialists need to balance multiple responsibilities efficiently. · Conflict Resolution: Conflict can arise within a workforce, and Workforce Specialists should have the skills to mediate disputes and maintain a harmonious working environment. · Ethical Decision-Making: Workforce Specialists should uphold ethical standards in personnel management, data handling, and decision-making, especially when handling sensitive employee information. Qualification: · A Graduate in any field. Post graduation in MBA or equivalent will be preferred. Who are we? Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays. Job Types: Full-time, Contract Pay: $16.41 - $33.16 per hour Ability to commute/relocate: Dallas, TX 75201: Reliably commute or planning to relocate before starting work (Required) Work Location: In person