Specialist, Workforce Management
Skills
Analysis ReportsAnalytical SkillsContact CentersDashboardsData ValidationGEDLeadership
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- High school diploma or GED required
- Associate degree in Mathematics Statistics or related field preferred
- 4 years experience in a contact center environment required
- 1 year workforce management experience forecasting scheduling and using WFM tools required
- Experience writing reporting requirements testing and implementing reports preferred
- Ability to participate in and support compliance program objectives
- Ability to interact cooperatively and respectfully with others
Nice to have
- Analytical
- Detail-oriented
- Collaborative
- Professional
- Adaptable
Day to day
- Support workforce management setup scheduling analysis and forecasting to help achieve service level commitments
- Run volume forecasts shrinkage analysis headcount requirements and average handle time analysis to improve scheduling accuracy
- Monitor real time demand adjust staffing and call routing and produce reports dashboards and recommendations for performance improvement