Workforce Management Specialist
Skills
Contact CentersContinuous ImprovementFinancial ServicesManagement SupportMonitoring PerformanceOperational EfficiencyOptimization
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1-3 years of experience in a Contact Center Workforce Management Customer Service Operations Support Scheduling or related environment
- Experience working in a metric-driven environment
- Experience monitoring performance productivity or operational activities
- Strong customer service and communication skills
- Experience working with multiple software platforms simultaneously
- Proficiency with Microsoft Excel Outlook Teams and other Microsoft Office applications
- Ability to navigate multiple systems simultaneously
- Experience utilizing workforce management software preferred
- Strong data entry and system navigation skills
- Ability to interpret dashboards reports and operational metrics
Nice to have
- Highly organized
- Detail-oriented
- Fast-paced adaptability
- Proactive communicator
- Creative thinker
Day to day
- Monitor real-time adherence dashboards workforce management systems and operational queues throughout the day to keep schedules on track and service levels stable
- Identify schedule variances attendance concerns productivity issues and staffing risks in real time then escalate them promptly through the right channels
- Support leaders and employees with timely communication reporting and documentation while helping improve operational coverage efficiency and workforce performance