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Workforce Management Specialist
4 months ago
Position Overview: As a Workforce Manager you will be responsible for overseeing all aspects of workforce management to ensure the efficient operation of our contact center. You will play a pivotal role in forecasting, scheduling, real-time monitoring, and analyzing data to optimize staffing levels and enhance the overall performance of our team. The ideal candidate will have previous experience in a call or contact center environment and a strong understanding of workforce management principles.
Responsibilities:
- Develop and maintain accurate forecasts of call or contact volume, taking into account historical data, trends, and other relevant factors.
- Create and manage employee schedules to ensure adequate coverage while optimizing staffing costs and resources.
- Monitor real-time contact center performance and make adjustments to schedules as needed to meet service level goals.
- Analyze workforce metrics and performance data to identify trends, patterns, and areas for improvement.
- Collaborate with other departments, including operations, HR, and training, to ensure alignment of workforce strategies with business objectives.
- Provide regular reports and insights to management on workforce performance, efficiency, and trends.
- Continuously seek opportunities to optimize processes and improve workforce management practices.
Qualifications:
- Bachelor's degree in Business Administration, Management, or a related field.
- 3-5+ years of experience in workforce management, preferably in a call or contact center environment.
- Proficiency in workforce management software and tools, such as workforce management systems (WMS) and automatic call distribution (ACD) systems.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Detail-oriented with strong organizational and time management skills.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Experience with contact center technologies and telephony systems is a plus.
