Workforce Management Specialist
Workforce Management Specialist
Monitors customer service queues on a daily basis to ensure key performance metrics are achieved. Daily management of scheduling procedures, analysis of real time workload requirements, and call routing to achieve service levels. Create, run, and distribute reports to leadership as needed to assist in decision makin
Responsibilities:
- Daily management of scheduling software/agent schedules and provide updates to team when issues are discovered.
- Monitor call volume and daily performance of scheduling calls daily and report areas of deviation.
- Create and distribute reports to leadership team on key performance initiatives meeting time deadlines.
- Other duties as assigned by management
Education:
- High School Diploma or Equivalent Experience required
- Bachelor's Degree or Equivalent Experience preferred
Qualifications:
- 2 years or more of experience working in call center operations and forecasting position
- Minimum of 2 years of work experience utilizing applicable computer software systems.
- Ability to utilize cloud based technology/programs such as Calabrio, Finesse, and Ring Central.
- Basic understanding of forecasting, scheduling and staffing of call centers.
- High level of proficiency in Microsoft products including Excel, PowerPoint, Word, etc.
- Adept at identifying patterns/trends in data. Ability to handle/react quickly to multiple projects/situations.