RRemoteville
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Workforce Management Specialist

Skills
Analytical SkillsAvayaTrainingContact CentersData ScienceData VisualizationSummaries
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 1–3 years of contact center experience with workforce management scheduling or real-time monitoring
  • Hands-on experience with Five9 as a primary telephony or ACD platform
  • Intermediate to advanced Excel skills including VLOOKUP XLOOKUP IF statements rolling averages and pivot tables
  • Familiarity with ACD or telephony platforms such as Five9 Genesys Avaya or similar
  • Strong analytical mindset with high attention to detail
  • Excellent organizational and time management skills in a fast-paced environment
  • Clear written and verbal communication skills for presenting data summaries

Nice to have

  • Detail-oriented
  • Analytical
  • Organized
  • Fast-paced
  • Collaborative

Day to day

  • Monitor inbound contact center queues and channels to keep staffing aligned with forecasted volume
  • Track agent adherence in real time and flag schedule deviations quickly and accurately
  • Review workforce data, create reports, and support forecasting, capacity planning, and operational decisions