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Workforce Optimization Specialist

3 months ago

North Palm Beach, United States Vitaver & Associates Full time
12766 - Workforce Optimization Specialist (onsite) - Juno Beach, FL

Start Date : ASAP
Type: Temp-to-Hire
Estimated Duration :4 months with possible conversion to direct hire.
Work Setting: must commute to the Juno Beach office each workday.

Required:
•Availability to work 100% of the time at the Client's site in Juno Beach, FL (required);
•Experience in a contact center or related business operations environment (2-3 years);
•Experience with contact center operations and best practices;
•Proven experience with workforce management (WFM) software and scheduling principles;
•Proficient in Microsoft Office Suite and comfortable learning new software programs

Preferred:
•Experience working with a communications platform like CXOne;
•Energy experience

Responsibilities :
•Excellent analytical and problem-solving skills with a data-driven approach;
•Strong communication, interpersonal, and organizational skills;
•Utilize NICE CXOne WFM [or similar software] to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs);
•Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times;
•Manage agent time off requests and ensure adequate staffing levels are maintained;
•Maintain and configure the CXOne communications platform to meet evolving business needs and agent requirements;
•Troubleshoot basic system issues and escalate complex problems to IT support etc

Why apply?
•Gain experience with one of the world's largest solar and wind energy providers, which last year briefly became the most valued U.S. energy company;
•Work with a great team of professionals and learn the newest technologies and approaches;
•Enjoy our Client's wonderful campus with top-notch facilities for work and recreation;
•Benefit from multiple project extensions;
•Receive support and advice from Vitaver consultants who are already working at our Client's site;
•Get extra cash by participating in the Vitaver Successful Completion Bonus Program;
•Always get paid in full and on time.